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Military Health System
Patient Centered Medical
Home Guide
June 2011
ii
Introduction
The Military Health System (MHS) Patient Centered Medical Home (PCMH)
Guide was developed by Service Subject Matter Experts in collaboration with the
TRICARE Management Activity (TMA), the Tri-Service PCMH Working Group,
and the Tri-Service PCMH Advisory Board. The guide is intended to provide
information and recommendations; it is not a substitute for Service-specific
guidance. Throughout the guide, concepts are discussed and where applicable,
Service-specific guidance is referenced or provided.
This guide will be updated as additional information becomes available or
guidance is amended. If you have any questions or suggestions on how to improve
the guide, please send an email to the TMA PCMH Branch at
John P. Kugler, MD, MPH
COL (RET), MC, USA
Deputy Chief Medical Officer
Office of the Chief Medical Officer
TMA/DOD(HA)
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Table of Contents
Page
1 PCMH General Concepts …………………………………………………… 1
a. What Is A Patient Centered Medical Home (PCMH)? ……………….…… 1
b. PCMH Practice Concepts …………………………………………………. 3
c. The Benefits Of The PCMH Model ……………………………………….. 3
d. Specialty Care And The PCMH Model …………………………………… 4
2 PCMH and the Military Health System (MHS) …………………………… 5
a. MHS Background ………………………………………………………….. 5
b. Policies …………………………………………………………………….. 5
c. Access Standards ………………………………………………………….. 6
d. Military Unique Issues In Adopting PCMH ………………………………. 7
3 General Implementation Guidance ………………………………………… 8
a. Four Basic PCMH Principles ……………………………………………… 8
b. Leadership Implications And Tips ………………………………………… 8
c. Changing The Culture ……………………………………………………... 9
d. Stakeholder Communication And Training ……………………………….. 10
e. Strategies For Improving Patient Satisfaction …………………………….. 11
f. Population Health (PH) And Medical Management ………………………. 12
4 Improving Access to Care and Quality ……………………………………. 13
a. Improving Access to Care ………………………………………………… 13
b. Improving Quality ………………………………………………………… 14
5 Manpower, Staffing and Practice Management …………………………... 16
a. Roles And Responsibilities ………………………………………………... 16
b. Minimum Staffing Requirements …………………………………………. 18
d. Office Organization/Clinic Design ………………………………………... 18
e. Appointment Types And Uses …………………………………………….. 18
6 Leveraging Health IT and MHS Data Tools ………………………………. 20
a. MHS Management Analysis And Reporting Tool (M2) ………………….. 20
b. Clinical Data Mart (CDM) ………………………………………………... 20
c. AHLTA And Medical Management (MM)………………………………... 20
d. MHS Population Health Portal (MHSPHP) ……………………………… 20
e. TRICARE On-Line ……………………………………………………….. 21
f. Secure Messaging …………………………………………………………. 21
g. Medical Continuum Of Care Requirements ………………………………. 22
7 Specialty Integration ………………………………………………….…….. 23
a. Medical Management ……………………………………….…………….. 23
b. Referrals …………………………………………………………………... 26
iv
c. Demand Management Strategies ………………………………………….. 26
d. Medication Therapy Management (MTM) ……………………………….. 26
e. Private Sector Care ………………………………………………………... 27
8 Integrating Behavioral Health (BH) Providers …………………………… 28
a. Alignment With The Quadruple Aim And MHS Strategic Imperatives ….. 30
b. Models Of Care …………………………………………………………… 30
c. Recommended Staffing Ratios For BH Providers In PCMH …………….. 32
d. Facilities …………………………………………………………………... 32
e. BH Referrals ………………………………………………………………. 33
f. Required BH Provider Skills For The PCMH ……………………….…….. 33
g. Additional BH Integration Guidance ……………………………………… 38
9 Pharmacy Integration ……………………………………………………….. 39
a. Pharmacy Services ………………………………………………………… 39
b. Staffing ……………………………………………………………………. 40
10 Coding and Documentation ………………………………………………… 41
a. Documentation ……………………………………………………………. 41
b. Coding Optimization ……………………………………………………… 42
c. Medical Expense And Performance Reporting System (MEPRS) ……….. 42
11 Business Planning …………………………………………………………… 43
a. The Business Planning Tool (BPT) ……………………………………….. 43
b. Workload Reporting ………………………………………………………. 43
12 Metrics, Benchmarking and NCQA …………………………….…………. 44
a. Metrics And The Quadruple Aim …………………………………………. 44
b. MHS Metrics ……………………………………………………………… 44
c. Performance Planning Pilots ……………………………………………… 45
d. NCQA Standards ………………………………………………………….. 45
e. NCQA And The MHS …………………………………………………….. 46
13 Support and Communication ………………………………………………. 47
a. Governance………………………………………………………………… 47
b. MHS Collaborative Website ……………………………………………… 47
14 Teamwork, Tools and Approaches …………………………………..……. 48
a. Introduction……………………………………………………………..… 48
b. Overview & Objectives ……………………………………..…………… 48
c. Getting Started …………………………………………………………….. 49
d. Select Tools And Strategies To Implement ……………………………….. 49
e. Where Do I Find More Information On These Teamwork Tools? ….…….. 52
f. What Are My Next Steps? ………………………………………………… 52
g. Who Can I Contact To Help? ……………………………………………… 52
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Appendices
A Acronyms ……………..…………………………………………………… 53
B Useful Websites …………………………………………………………… 56
C M2 Data Sets ………………………………………………………………. 57
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Chapter 1
General Concepts
WHAT IS A PATIENT CENTERED MEDICAL HOME (PCMH)?
The PCMH is a team-based model, led by a physician, which provides continuous, accessible,
family-centered, comprehensive, compassionate and culturally-sensitive health care in order to
achieve the best outcomes. The model is based on the concept that the best healthcare has a
strong primary care (PC) foundation with quality and resource efficiency incentives. The PCMH
is a departure from previous, traditional healthcare models because it focuses on the “whole
person” concept, preventive care and early intervention and management of health problems
rather than on high-volume, episodic, over-specialized and inefficient care. A PCMH practice is
responsible for all of a patient‟s healthcare needs and for coordinating/integrating specialty
healthcare and other professional services.
Background
The PCMH concept was introduced in 1967 by the American Academy of Pediatrics (AAP) in
response to rising costs, fewer resources, greater demand, decreasing patient satisfaction and
lower quality healthcare outcomes compared to other industrialized nations.
PCMH Endorsements
PCMH was adopted by Family Medicine in 2002 as part of the “Future of Family Medicine”
project.1 Since then, the PCMH concept has been endorsed by American Academy of Family
Physicians (AAFP), the American Academy of Pediatrics (AAP), the American College of
Physicians (ACP), American Osteopathic Association (AOA) and 18 other physician
organizations including the Academy of Neurology and the American College of Cardiology.
Finally, the PCMH concept has been fully endorsed by several large third party payers,
employers and health plans. The leading proponent of the concept is the Patient-Centered
Primary Care Collaborative (PCPCC).2
Seven Core PCMH Principles
The AAP, AAFP, ACP, and AOA developed the following joint principles to describe the
PCMH practice concept:3
Personal Physician: Each patient has an ongoing relationship with a personal physician
trained to provide first contact, continuous and comprehensive care.
Physician-directed Medical Practice: The personal physician leads a team of individuals at
the practice level who collectively take responsibility for the ongoing care of patients.
1 American Academy of Family Physicians,
http://www.aafp.org/online/en/home/membership/initiatives/futurefamilymed.html 2 Patient-Centered Primary Care Collaborative, http://www.pcpcc.net
3 American College of Physicians,
http://www.acponline.org/running_practice/pcmh/demonstrations/jointprinc_05_17.pdf
2
Whole Person Orientation: The personal physician is responsible for providing all the
patient‟s health care needs or taking responsibility for appropriately arranging care with other
qualified professionals. This includes care for all stages of life; acute care; chronic care;
preventive services; and end of life care.
Care is Coordinated and/or Integrated: Care is coordinated and/or integrated across all
elements of the complex health care system (e.g., subspecialty care, hospitals, home health
agencies, nursing homes) and the patient‟s community (e.g., family, public and private
community-based services). Care is facilitated by registries, information technology, health
information exchange and other means to ensure that patients get the indicated care in a
culturally and linguistically appropriate manner when and where they need it.
Quality and Safety: Quality and safety are hallmarks of the medical home:
Practices advocate for their patients to support the attainment of optimal, patient-centered
outcomes that are defined by a care planning process driven by a compassionate, robust
partnership between physicians, patients, and the patient‟s family.
Evidence-based medicine and clinical decision-support tools guide decision-making.
Physicians in the practice accept accountability for continuous quality improvement
through voluntary engagement in performance measurement and improvement.
Patients actively participate in decision-making and feedback is sought to ensure
patients‟ expectations are being met.
Information technology is utilized appropriately to support optimal patient care,
performance measurement, patient education, and enhanced communication.
Practices go through a voluntary recognition process by an appropriate non-
governmental entity to demonstrate that they have the capabilities to provide patient
centered services consistent with the medical home model.
Patients and families participate in quality improvement activities at the practice
level.
Enhanced Access: Enhanced access to care is available through systems such as open
scheduling, expanded hours and new options for communication between patients, their
personal physician, and practice staff.
Payment Reform: Payment appropriately recognizes the added value provided to patients
who have a PCMH. The payment structure should:
Reflect the value of physician and non-physician staff patient-centered care
management work that falls outside of the face-to-face visit.
Pay for services associated with coordination of care both within a given practice and
between consultants, ancillary providers, and community resources.
Support adoption and use of health information technology for quality improvement.
Support provision of enhanced communication access such as secure email and
telephone consultation.
Recognize the value of physician work associated with remote monitoring of clinical
data using technology.
3
Allow for separate fee-for-service payments for face-to-face visits. Payments for care
management services that fall outside of the face-to-face visit, as described above,
should not result in a reduction in the payments for face-to-face visits.
Recognize case mix differences in the patient population being treated within the
practice.
Allow physicians to share in savings from reduced hospitalizations associated with
physician-guided care management in the office setting.
Allow for additional payments for achieving measurable and continuous quality
improvements.
PCMH PRACTICE CONCEPTS
An effective PCMH practice will:4
Take personal responsibility and accountability for the ongoing care of patients.
Be accessible to their patients on short notice for expanded hours and open scheduling.
Be able to conduct consultations through email and telephone.
Utilize the latest health information technology and evidence-based medical approaches,
as well as maintain updated electronic personal health records.
Conduct regular check-ups with patients to identify looming health crises, and initiate
treatment/prevention measures before costly, last-minute emergency procedures are
required.
Advise patients on preventive care based on environmental and genetic risk factors they
face.
Help patients make healthy lifestyle decisions.
Coordinate care, when needed, making sure procedures are relevant, necessary and
performed efficiently.
Payment and Incentives
The PCPCC supports a three-part payment model to realign payment incentives in support of
PCMH. This three-part model combines traditional fee-for-service for office visits with:5
A monthly care coordination payment for the physician and non-physician work that
falls outside of a face-to-face visit and for the system infrastructure (e.g. heath
information technologies) needed to achieve better outcomes.
A visit-based fee-for-service component that recognizes visit-based services that are
currently paid under the present fee-for-service payment system and maintains an
incentive for the physician to see the patient in an office-visit when appropriate.
A performance-based component that recognizes achievement of quality and efficiency
goals.
THE BENEFITS OF THE PCMH MODEL
The PCMH model is based on a strong PC platform including continuous access to a personal
provider, a team that is responsible for all of the patient‟s heath care needs, a practice built on the
principles of patient-centeredness, and fully leveraged use of health information and
communication systems. A regular source of efficient, effective and comprehensive PC results
4 Patient Centered Primary Care Collaborative, http://www.pcpcc.net/patient-centered-medical-home
5 American College of Physicians, http://www.acponline.org/running_practice/pcmh/cost_benefit/index.html
4
in better health outcomes and quality, lower costs, greater patient access to needed services and
increased patient satisfaction. Evidence demonstrates that “care delivered by PC providers in a
Patient Centered Medical Home is consistently associated with better outcomes, reduced
mortality, fewer preventable hospital admissions for patients with chronic diseases, lower
utilization, improved patient compliance with recommended care, and lower Medicare
Spending.”6
SPECIALTY CARE AND THE PCMH MODEL
The PCMH provider is not a “gatekeeper” and the model is not designed or incentivized to
prevent appropriate referrals to a specialist; instead, the PCMH provider is expected to make
referrals based on his or her clinical judgment and current evidence-based practice. To facilitate
referrals, the PCMH model is designed to improve communication and coordination of care
between the personal provider, care team, and specialist. Communication and coordination will
increase both providers‟ knowledge of the patient, increase the likelihood of the patient‟s
compliance and ultimately lead to a higher quality referral.7
6 Uniformed Service Academy of Family Physicians,
http://usafp.org/PCMH-Files/PCPCC-Files/Evidence_of_Quality_-_2008-10-30.pdf 7 American College of Physicians,
http://www.acponline.org/running_practice/pcmh/understanding/specialty_physicians.htm
5
Chapter 2
Patient Centered Medical Home (PCMH) and the
Military Health System (MHS)
MHS BACKGROUND
TRICARE came into being in 1996. Prior to TRICARE implementation, Military Health System
(MHS) PC practices provided episodic sick call and routine medical care. Patients were seen at
their servicing direct care system (DCS) military treatment facility (MTF) or used the Civilian
Health and Medical Program of the Uniformed Services (CHAMPUS). Patients were not
enrolled to a specific PC manager or team; patient enrollment panels existed at only a few select
clinics on a test basis. In an attempt to better manage patients‟ PC and to increase both access
and satisfaction, the PC Manager by Name (PCMBN) policy was implemented in 1999 across
the MHS, with varying degrees of success.
By the summer of 2008, the MHS senior leadership became aware of a crisis in patient
perception. Not only were there continued access to care concerns in the DCS, but there were
persistent patient satisfaction gaps between the direct and purchased care sectors, resulting in the
DCS losing beneficiary enrollment market share to the purchased care sector. In response, the
MHS senior leadership directed the TRICARE Management Activity and Service Subject Matter
Experts (SMEs) to develop plans to enhance primary health care for all beneficiaries. The
concepts of PCMH were adopted by all Services as the framework for a new PC model in the
MHS.
Quadruple Aim
The MHS uses the Quadruple Aim model to illustrate the following four goals: Readiness,
Population Health, Experience of Care and Per Capita Cost. The PCMH model is consistent
with and supports all four goals in the MHS‟ Quadruple Aim.
POLICIES
Several MHS policies address PC and PCMH operations. In addition, there are Service-specific
policies that address PC; Service-specific policies are consistent with MHS policies.
ReadinessEnsuring military
deployability and delivering
health care anytime,
anywhere to support of full
range of military
operations.
Population HealthImproving the beneficiary
population's health by
encouraging healthy
behaviors and reducing
the likelihood of illness
through prevention.
Experience of CareProviding a care
experience that is patient
and family centered,
compassionate,
convenient, equitable,
safe and always of the
highest quality.
Per Capita CostCreating value by focusing
on quality, eliminating
waste, and reducing
unwarranted variation.
ReadinessEnsuring military
deployability and delivering
health care anytime,
anywhere to support of full
range of military
operations.
Population HealthImproving the beneficiary
population's health by
encouraging healthy
behaviors and reducing
the likelihood of illness
through prevention.
Experience of CareProviding a care
experience that is patient
and family centered,
compassionate,
convenient, equitable,
safe and always of the
highest quality.
Per Capita CostCreating value by focusing
on quality, eliminating
waste, and reducing
unwarranted variation.
6
MHS Policies
The main MHS policies addressing PC and PCMH operations are discussed below:
PCMH MHS Policy Memorandum: The MHS‟ PCMH policy is identified in the
Policy Memorandum Implementation of the „Patient Centered Medical Home‟ Model of
Primary Care in MTFs, dated September 18 2009.8
The PCMH Policy Memorandum
establishes PCMH as the MHS‟ PC model and discusses basic team organization
principles, PCMBN requirements and specialty applicability and identifies outcome
performance measures.
ASD(HA) Policy 11-005 TRICARE Policy for Access to Care, dated February 23,
2011: Policy 11-005 provides clarification of guidance for access to care standards and
related activities for health benefits under the TRICARE program. Specific requirements
discuss access to care for emergency, urgent (acute), routine, wellness/health promotion
and referral appointments. It also establishes standards for office wait times, referrals
and authorizations as well as identifies beneficiary category priorities for access. 9
Service-Specific Policies:
Army: Operation Order (OPORD) 11-20, Army Patient Centered Medical Home, dated
January 2011.
Navy: Navy Medical Home Port (MHP) is the Navy model for implementing PCMH in
Navy MTFs. Bureau of Medicine and Surgery (BUMED) Instruction 6300.19 dated May
26, 2010.
Air Force: Family Health Operations is the Air Force model for implementing PCMH in
Air Force Family Health Clinics. Air Force Instruction 44-171, Patient Centered Medical
Home and Family Health Operations, dated 18 January 2011.
ACCESS STANDARDS:
ASD(HA) Policy 11-005 TRICARE Policy for Access to Care identifies the following access
standards for Prime enrollees.
Emergency Care: Beneficiaries seeking emergency care should proceed to the nearest
emergency room or call 911. Emergency services are covered in circumstances where
acute symptoms are of sufficient severity that a “prudent layperson” could reasonably
expect the absence of medical attention would result in serious health risks or death.
Urgent (Acute) Care: Beneficiaries must have an appointment to visit a provider within
24 hours and within 30 minutes travel time of the beneficiary's residence.
Routine Care: Beneficiaries must have an appointment to visit a provider within seven
calendar days and within 30 minutes travel time of the beneficiary‟s residence.
Well-Patient Visits: Beneficiaries must have an appointment with a provider within four
weeks (28 calendar days) and within 30 minutes travel time of the beneficiary‟s
residence.
Referrals for Specialty Care Services: Beneficiaries must have an appointment with a
provider within four weeks (28 calendar days) or sooner, if required, and within one
hour‟s travel time from the beneficiary‟s residence. A basic principle of the TRICARE
8 National Naval Medical Center PCMH,
http://www.bethesda.med.navy.mil/patient/health_care/medical_services/internal_medicine/PCMH%20Policy%20
Memo%20-%20signed.pdf 9 MHS Policies, http://www.health.mil/Libraries/HA_Policies_and_Guidelines/11-005.pdf
7
program and the MHS business design is that MTFs have first priority for providing
referred specialty care or inpatient care for all enrollees. If the MTF does not have the
capability to provide needed care or cannot provide the care within the required access
standards, then the care will be referred to the TRICARE provider network. MTFs will
request referral of their TRICARE Prime enrollees to a non-network civilian provider
only when it is in the best interest of the Government and the beneficiary, either clinically
or financially.
Other References: Other access to care (ATC) references include the CFR 32 199.17, Access to
Care10
and the MHS guide to Access Success, dated January 22, 2008.11
Service-Specific Information:
Army: OPORD 9-36 HQ, USA MEDCOM, 30 March 2009. Access to Care Campaign
Navy: NAVMED Policy 09-004, "Access to Care Management Policy for Navy Medicine
Military Treatment Facilities of March 12, 2009
Air Force: Air Force Medical System (AFMS) Access To Care Functions Guidance as of
August 2010
MILITARY UNIQUE ISSUES IN ADOPTING PCMH
Although the PCMH model‟s first core principle is for a personal physician, the MHS is PCM-
based and involves both PC physicians and non-physician providers/extenders. All MHS PCM
providers are able to effectively operate as PCMH team leaders. The principle of a physician-
directed medical practice is easily translatable to the MHS; the concept of a team of
professionals, under the leadership of a team leader, is a highly valued key component of the
MHS culture. The MHS already focuses on a whole person orientation; active duty, retired
service members and their families expect that all aspects of care are to be comprehensively
addressed. All MHS beneficiaries are entitled to comprehensive, accessible PC that is
coordinated/integrated. While processes are in place to deliver that care, the challenge is in the
execution; further work needs to be done in this area. The principle of quality and safety is fully
implemented in the MHS. The MHS has embraced the evidence-based model of care, including
an evidence-based medical benefit, extensive DoD/VA Clinical Practice Guidelines (CPG)
program and a sophisticated and evolving Patient Safety Program. The MHS recognizes the
principle of enhanced access through formal policy. Access standards for PC are clearly stated
and defined for acute, routine, specialty and wellness visits. Finally, from the MHS payment
perspective, the financial model remains rigid and constrained by external budgetary realities.
Significant effort will be required to align PCMH performance with MHS financial incentives.
10
Code of Federal Regulations, Title 32: National Defense,
http://edocket.access.gpo.gov/cfr_2005/julqtr/pdf/32cfr199.17.pdf 11
TMA Website, http://www.tricare.mil/tma/tai/downloads/03-28-2008/MHSGuidetoAccessSuccess.pdf
8
Chapter 3
General Implementation Guidance
FOUR BASIC PCMH PRINCIPLES
PCMH efforts are driven by four basic principles, which are measurable and can be assigned to
accountable individuals:
Continuity: Provider with enrollee at all visits, or their PCMH partner‟s enrollees, and
provider with support staff at all clinic sessions. This is looked at both from the provider‟s
relationship with their patients and the patient‟s view with his provider and/or his team.
Provider templates: Templates will deliver a standard number of appointments every week
the provider is available.
Control: Providers have control (through the Chief of Medical Staff) of their templates, and
correspondingly their support staff schedules in coordination with the unit leadership within
clinic hours.
Satisfaction: Patient, provider, and support staff satisfaction are carefully monitored.
LEADERSHIP IMPLICATIONS AND TIPS
The concept of “medical home” must be fully understood by the MTF executive leadership.
MTF processes should be developed and tailored to at least two distinct populations implied by
the PCMH concept:
Patients who have elected to make the MTF their medical home for all PC, regardless of
the locale where referral care is available.
Those enrollees who choose not to make the MTF their medical home and obtain their
PC elsewhere.
“Medical home” patients will be proactively managed through the PCMH Team, and become the
only population with which the MTF can establish true continuity as well as the most appropriate
population upon which to measure MTF performance. Enrollees who do not appear to make the
MTF their medical home present a significant challenge to the MTF Executive leadership
concerning continued enrollment, and proactive vs. reactive management of their care. This
must be negotiated with the patient if he or she is identified as not making the MTF his/her true
medical home.
PCMH Commitment and Prioritization
Leadership must be committed to the PCMH concept at all levels, making it the priority for all
business and process planning. Issues such as deployment, TDYs and other taskings must be
proactively planned for in the design of the MTF PCMH program and team makeup. In addition,
strategic realignment of existing resources, to include funding, staffing and space, may be
required. MTF processes such as meetings and training must be scheduled around PCMH.
Local incidental taskings by the host unit can create a significant issue for MTF commanders;
therefore, MTF commanders must aggressively market the PCMH concept and its benefits to
appropriate leadership in order to gain understanding and support.
9
PCMH and Performance Measures
Leadership must fully comprehend patient outcome measures vs. corporate performance
measures. Patient outcome measures apply to the clinical outcomes of each patient in the
population of medical home patients as defined by the CPGs. Corporate population-based
performance measures include Healthcare Effectiveness Data Information System (HEDIS) and
some applications of Pay for Performance, which do not reflect individual outcomes. Meeting
standards in HEDIS, for instance, in no way reflects true individual outcomes. In fact, up to 30
percent of patients included in a satisfactory HEDIS cohort receive no care in the MTF. PCMH
demands that each patient who is enrolled to the MTF will be ensured their outcomes are
managed to the maximum extent possible.
PCMH and Demand Management
Leadership must prepare for the possibility of increased need for acute care outside the team if
demand exceeds the reasonable capability of the PCMH team; this should be expected to
improve as the team matures and processes improve. While all enrollee care is important to the
team, when all care cannot be delivered in a safe and quality fashion, the team would rather
sacrifice less consequential acute, episodic care than sacrifice continuity of care of complex
enrolled patients, wellness exams and procedures. The preservation of more complex care
ensures not only that continuity is maintained for the care for which it is most vital but also
contributes to the maintenance of currency of skills for all staff members.
PCMH and Cultural Change
Leadership at both the MTF and Headquarter (HQ) levels, must be cognizant that PCMH is a
complete culture change and it takes time, and ongoing direct support of the MTFs and clinical
personnel who accomplish the job everyday, to incorporate this change. The standardized
implementation process requires corporate patience to incorporate the change process. MTF
change and implementation will take a minimum of 18-24 months, and will become a continuing
process improvement effort. Changes in measurements will lag behind standup at any MTF by
the same amount of time.
PCMH and Process Improvement
PCMH implementation is a process improvement initiative. By its nature, the process is initially
directive; however, MTFs should look at each of their internal processes that impact PCMH, and
establish intensive formal process improvement action on these processes using the specific
Service recommended methodology as they gain experience. The ongoing success of PCMH
across the MHS depends upon this continuing effort, and the sharing of results.
CHANGING THE CULTURE
The most important culture change with PCMH is the “ownership” of one‟s patients at all levels.
Continuity will not be achieved without this commitment by all involved. The principle of
“today‟s work today” is the most important single concept the team must learn and accomplish.
Unlike the failed efforts of Open Access where the goal was an appointment today (with
anyone), in PCMH the principle becomes meeting the needs of every one of the team‟s patients
who accesses the system that day. Clearly in an MTF with a mature population health program,
the need isn‟t necessarily met within the team.
10
Accountability:
Ownership generates accountability: the provider-led team is accountable for meeting the
patients‟ needs. This accountability extends from access to outcomes. Initially, the most
difficult goal to achieve will be the “today‟s work today” component of access. The MTF
must balance access and continuity with greater emphasis on the latter.
Scope of Practice:
Maximization of scope of practice for all members of the team becomes a priority. This goes
beyond the use of clinical support staff protocols and training. The personal and corporate
expectation that each team member proactively reaches out and takes care of the patient to the
maximum of their scope at each encounter becomes a mindset, which is crucial to the success
of PCMH.
Patient Culture:
Patient‟s expectations and behaviors need to be modified and managed as they are empowered
to become active participants in maintaining their own health status. Our patient population
has been conditioned to judge the quality of their care heavily weighted on access to the near
exclusion of outcomes. Our patients must become zealots of continuity with their team vs.
immediate access. The caveat to this is that the MTF and the team must deliver this promised
continuity or patients will continue to value only convenience. The strategy to meet this
expectation will involve concepts such as the team becoming familiar with their patients,
template management to provide access for “their” patients, and accurate first-call protocols
that emphasize continuity for key patient populations.
STAKEHOLDER COMMUNICATION AND TRAINING
Key Stake-holders
Clinical (MTF Internal) stakeholders include not only the PCMH Team, but all ancillary care
units, administrative personnel, and MTF leadership. MTF communication efforts should have
three key components:
Communication, education and training to MTF staff, specifically focusing on training
that is tailored to team members‟ roles and functions
Communication and education outreach to line leadership and key external stakeholder
groups (e.g. retirees, spouses, enlisted councils, etc.)
Communication and education outreach to patients designed to change patient culture,
educate patients on PCMH operations and how it will affect them and patient
empowerment/activation
Communicating With and Getting Buy-In From MTF Staff
Preparing the MTF for PCMH must begin with thorough educating and gaining support of
executive leadership and clinical stakeholders, coupled with initial strategic planning. The
importance of MTF staff education and buy-in should not be underestimated. MTF personnel
are key messengers to other members of the community. Therefore, MTF communication
should be early and as comprehensive and transparent as possible, with emphasis placed on
training and the roles each staff member will play in PCMH operations.
11
Educating Line Leadership on PCMH
Education and outreach efforts must include a key group we serve: the active duty military units
we support. MTFs should establish a strategy to brief at senior leader “standup”, senior
enlisted/first sergeant groups, and other established unit leadership meetings. Many units will
already have established peer relationships with line counterparts to resolve unit-MTF issues.
Using these relationships for one-on-one marketing is extremely effective.
Suggested Methods: Key MTF staff members should participate in line meetings and
provide information on what PCMH is, what the benefits are, the implementation process and
what leadership and their personnel can expect. Specific methods include face-to-face
meetings with most senior staff, briefings to more general staff and background/point papers.
Educating and Reaching Out To Patients
The key message in any education and outreach effort to patients is that the MTF and PCMH are
striving to meet their needs. A key strategy in meeting patient needs while ensuring quality care
and improved patient outcomes is provider continuity. Patients should be made aware that it is
in their best interest to choose continuity with their assigned provider over simply choosing the
most convenient appointment. While we understand that access is a key patient satisfier, we
need to stress to our patients that access must be coupled with continuity; effective patient
outreach and education can make a difference in helping patients find a balance. This may result
in more walk-in appointments than usual in initial stages, but the AF experience has shown that
once trust in appropriate access to one‟s own provider builds, this quickly tails off. Marketing
PCMH as an access-disruptive event (“pardon our mess while we build a better clinic”) is contra-
productive, and unnecessary. The stand-up of PCMH models in MHS MTFs largely has been
transparent to MHS beneficiaries.
Methods: MTFs with mature PCMH programs generally have used commonplace methods
for educating enrollees. These include information on the installation commander‟s channel,
installation newspapers, briefings to groups (senior enlisted, military spouse, etc.), videos of
trusted MTF staff explaining PCMH operations set up in patient waiting and pharmacy areas
and promotional flyers. One of the most effective methods has been the on-going PCMH
team‟s demonstration of commitment to continuity and to increasingly accessible, quality
health care. In addition, MTFs should ensure they provide PCMH marketing and information
at installation newcomers‟ briefings.
STRATEGIES FOR IMPROVING PATIENT SATISFACTION
In addition to communicating and marketing to patients, the most effective method is to deliver
on the promise of high quality accessible healthcare. Communication and availability of a
helpful voice at the other end of the line is crucial. Those patients who have problems working
the health care/appointment system must have someone knowledgeable to whom to speak. The
development of an effective telephone tree (that provides early transfer vs. being a demand
management tool), and training of all those who answer initial calls to the MTF (appointment
personnel are key) are the most important elements in this effort. PCMH practices must
emphasize that patients‟ needs must be handled on the first telephone call rather than having
them call again at a later date. Mechanisms should be in place to allow patient access to other
members of the healthcare team, (e. g., pharmacists and nurses) via telephone, secure messaging,
etc. For example, if patients report problems with their medications, or appear to be having
12
difficulty complying with their medication regimen, they may be referred for Medication
Therapy Management (MTM) services to the MTF pharmacy.
POPULATION HEALTH (PH) AND MEDICAL MANAGEMENT:
Continuity of care through all processes from enrollment through referral management activities
is crucial to the implementation of effective PH and PCMH. Standardized processes must be
defined and communicated to all team members. In addition, each member of the PCMH team
has skills that must be leveraged to their full potential. PCMH operations require each team
member to work at the top of their specific specialty capabilities. Finally, certain cohorts of
patients must be managed by specialty healthcare providers, outside the traditional provider visit.
These concepts are covered in the 2009 MHS Medical Management (MM) Guide.12
Care
coordination between the MM team and the PCMH team is a key component of provider
ownership of enrollees. MTFs must adopt Clinical Practice Guidelines (CPGs) that have been
validated by a Nationally recognized, evidenced based source, (e.g. DoD/VA, American
Diabetes Association (ADA), etc).“ The failure of effective population health efforts can almost
always be traced to a disconnect at this first crucial step in population health management.
12
TMA Website, http://www.tricare.mil/ocmo/download/MMG_v3_2009.pdf
13
Chapter 4
Improving Access to Care and Quality
IMPROVING ACCESS TO CARE
The recurring theme that transcends all access strategies in the PCMH environment is continuity
of care. Providing continuity for the team‟s patients who need it most has created minor acute
access issues at some MTFs. The patients who most need continuity in general are those with
chronic conditions who need careful monitoring or care (preventive and interventional). Because
the appointment clerks cannot triage a patient, the PCMH team should develop a way to identify
high utilizers and chronically ill patients so every effort can be made to provide them with same
day or routine appointments with their assigned provider. Effectiveness of this strategy requires
the team to be fully familiar with their patients, as well as a mechanism to identify and route
them appropriately at first call.
General Access Management:
Administrative practice management and teams will develop templates that allow for maximum
access, focusing on the goal to “see today‟s patients today.” The team, working with data on
their enrolled population available through MHS IM/IT tools, will ensure that the type of
appointments available match actual demand of the population. PCMH teams should monitor
appointment supply and demand trends to adjust appointment available and types, as necessary
in order to best meet patient needs and maximize resources. Detail codes may be used when
needed; however, excessive use of detail codes may result in restriction of access. Freezing,
blocking or other similar restrictions is discouraged.
Schedules
PCMH team clinics will establish a minimum staffing threshold to meet access requirements.
Schedules should be made in advance of the appointment templates and serve as the basis for
developing templates to ensure adequate staffing for the provider. Leaves, TDYs, down days
and other time off must be approved and coordinated with leadership to minimize impact on
access. The GPM will assist team leadership in projecting team member absences to ensure
adequate access. Time off should be projected as far out as feasible. MTF leadership will
establish local policy. Template changes will be approved by leadership.
Appointing:
The appointing telephone system tree should reflect the design of PCMH operating concepts to
ensure patients can expediently reach PCM booking clerks for their assigned PCM. Files and
tables will be created to ensure the patient is first booked to their PCM. If the PCM is not
available, the patient should be booked to the other provider on their team. Local policies will
dictate additional guidance if neither of the FHT providers is available. Telephone “trees” and
appointing clerk protocols should give clear guidance to those making appointments at the first
call as to where to book the patient. This would ideally include the authority to refer minor acute
care to network or Urgent Care Clinic resources when access conditions require. Care must be
taken to not involve the clerks in medical triage.
14
IMPROVING QUALITY
Evidence-based Healthcare
In the PCMH environment, the use of evidence- based practice and use of Clinical Practice
Guidelines (CPGs) are core processes in the delivery of healthcare. When providers and staff
implement and adhere to evidence-based practice as the foundation for a comprehensive
population health program, the results will be improved care and outcomes, less variation in care
provided and decreased costs. The provision of evidence-based care in other settings is covered
in other DOD and Service specific guidance.
Evidence-based practice is the integration of clinical expertise, patient participation, and
evidence into the decision making process for patient care. Clinical expertise refers to the
clinician's experience, education and clinical skills. Patients bring personal concerns,
expectations, and differing levels of ability to participate in their own care. The evidence is
found in clinically relevant research conducted using valid and reliable methods. The best
clinical evidence, from well-designed, well-conducted studies, is appropriate for the decision at
hand and considers the benefits as well as the potential harms of the treatment considered.
Evidence-based practice assists the healthcare provider to apply research, clinical guidelines, and
other relevant information to clinical decision making. It enables healthcare providers of all
disciplines to address questions with an informed approach. This process provides practitioners
the tools to improve their clinical effectiveness and positively affect the delivery of healthcare.
In the PCMH environment, the implementation of evidence-based practice is the responsibility
of all health care team members, at all levels. One mechanism for implementing evidence-based
care is the adoption of CPGs.
Clinical Practice Guidelines CPGs are systematically developed, evidence-based, nationally recognized statements to assist
both the practitioner and patient in making appropriate decisions for specific clinical
circumstances. CPGs provide recommendations for the performance or exclusion of specific
procedures or services based on evidence derived from rigorous review and synthesis of
published medical literature. CPGs help standardize processes and may be used as a framework
for evaluating interventions by specifying treatment goals and outcomes measures. Quality of
care can be measured through evaluation of process and outcome measures based on CPG
recommendations. For example, the percentage of patients with diabetes with a completed A1C
in the last 12 months serves as a process measure for the PCMH while the number of patients
with diabetes with an LDL below 100 serves the PCMH as an outcome measure of patient care.
It is intuitive that MTFs using CPGs have meaningful clinical measures available to evaluate
care provided. As a benchmark, the DOD utilizes the HEDIS to compare performance to private
sector healthcare organizations.
When successfully implemented, CPGs offer MTFs of all sizes the opportunity to improve
patient outcomes by decreasing variation in practice, promoting delivery of appropriate care,
preventing errors, improving clinical results and decreasing costs by reducing inappropriate
utilization of healthcare services.
15
Clinical Decision Support Tools
Measurement of outcomes is essential to a successful MM program.13
Utilization Management
(UM) outcome measures are commonly divided into daily, monthly, and quarterly summaries,
and may further be broken out into outpatient, inpatient, and ancillary services. The TMA
Population Health, Medical Management, and Patient Centered Medical Home Division (PHMM
& PCMHD) maintains a centralized, external contract to license and distribute specific criteria
and guidelines to MTFs and TRICARE Regional Offices (TROs). The selected products are not
the only products available in the industry, but are believed to be the best choices for the MHS.
These products apply to both the ambulatory care arena and inpatient care. Both criteria sets are
evidence-based guidelines that provide clinical decision making criteria to identify appropriate
utilization and resources necessary for an individual patient‟s severity of illness, co-morbidities,
and complications in the review process. Use of either set of guidelines is intended to guide the
reviewer toward the safest and most efficient level of care. Additionally, the outpatient tools
provide guidelines and authorization support for procedures, diagnostic tests, imaging,
rehabilitation services, durable medical equipment, injectibles and more.16
Authorization
guidelines are primarily used by utilization managers to assist providers in determining
appropriate levels of care and whether or not the patient meets criteria for that specific care level.
Inpatient evidence-based clinical decision support criteria are also included in MHS care
determinations and provide measurable, objective, clinical indicators reflecting the need for
hospitalization and for diagnostic and therapeutic services in both the medical-surgical and
behavioral health arenas.14
These criteria are based on the severity of the patient‟s illness and the
intensity of the services required, rather than on diagnosis. Use of inpatient decision support
assists medical staff to identify key clinical and business needs, while ensuring the appropriate
level of care is identified. Additionally, key level of care transitions are highlighted to ensure
safe and effective care is maintained along the continuum of care.
13
TRICARE Management Activity (2009). Medical Management Guide, Version 3.0. Retrieved from
http://www.tricare.mil/OCMO/
16
Chapter 5
Manpower, Staffing and Practice Management
Each Service has specific processes for the funding of MTFs, based on the MHS and Service
SGs‟ current guidance on business planning. These processes involve both a look at historical
utilization as well as projected needs based on the anticipated mission of the host installation and
patient demand. Changes in MTF services (including deployment impacts), changes in
beneficiary totals, anticipated market share penetration, and available in-house specialty care are
all variables that are analyzed in relation to the MTF‟s PCMH effort. The 2-year MHS future
budgeting process, Program Objective Memorandum (POM) cycle can present significant
challenges to the MTF in the face of host installation mission changes.
ROLES AND RESPONSIBILITIES General roles and responsibilities are similar across all Services.
PC Provider Each enrolled patient will be assigned to a specific provider who will be responsible for the
patient‟s care coordination and oversight. The provider will address medical issues in a
compassionate, comprehensive, and integrative manner utilizing a team approach. The
provider will ensure that wellness and medical reconciliation needs are addressed by the
health care team and will monitor care coordination, as necessary. The provider will utilize
evidence-based CPGs and engage patients actively in their health care, ensuring that self-
management instructions are given at all appropriate opportunities.
Team Nurse (Registered Nurse (RN)
The Team Nurse (RN) is an instrumental resource in providing continuity of care within the
PC clinic environment. The RN serves as the care manager for assigned patients to
coordinate care and other necessary services to meet the needs of the patient, as determined
by the patient‟s PC provider. The RN also provides necessary leadership and fulfills an
educator role in the clinic. These leadership responsibilities include, but are not limited to,
supervision of the ancillary nursing and support staff in their daily activities and professional
development; and ensure team members maximize their training and competencies. The RN
will also collaborate with the Case Management (CM) and Disease Management (DM) staff
on chronic health care services.
Ancillary Nursing Support The ancillary nursing staff, to include Licensed Practical Nurses, enlisted or equivalent
personnel, Certified Nursing Assistants, Medical Assistants, etc, provides invaluable support
to the PCMH Team. They will assist in provider support activities related to patient care,
patient education, documentation of chronic medical conditions, documentation of preventive
services, medication reconciliation, and coordination of patient check-out and follow-up.
They will receive direct guidance and supervision by both the nurse and provider.
17
Independent Pharmacy Services
Pharmacy staff, to include pharmacists trained to provide medication therapy management
(MTM) services for PCMH patients with complex drug regimens or who otherwise need
assistance with managing their drug regimen. These services are independent of dispensing
activities and those services provided by privileged pharmacists who render care in pharmacy-
run clinics. The MTM pharmacist will work directly with the patient and other PCMH team
members to optimize the patients‟ pharmacotherapy care.
Clerical Staff
The clerical staff includes medical clerks and others who provide administrative support of
clinic activities, front desk operations, telephone management, and records management.
They are vital members of the team. They facilitate patient check-in, verification of Defense
Enrollment Eligibility Reporting System (DEERS) eligibility and collection of other health
insurance information. In addition, they assist patients in navigating the health care system to
include: supporting clinic team management of population health, coordinating and/or
scheduling acute and chronic care, arranging follow-up, coordinating specialty referrals, and
telephone/asynchronous secure patient messaging.
Behavioral Health Provider
The behavioral health provider helps meet the mental health needs of the enrolled population
as part of improving their overall health. The intent is to provide ready access for both patient
care and provider consultation in meeting the holistic needs of patients. Goals include
improved early recognition, treatment, and management of psychosocial/behavioral problems
and conditions. Services will be integrated into the PCMH clinic to provide necessary
consultative services and training to other members of the health care team. Patients may
need to be referred to specialty mental health care, as appropriate.
Nurse Educator, Health Educator, or Disease Manager
The nurse educator, health educator, or Disease Manager will assist the PC team to encourage
healthy lifestyles and wellness by educating patients about behaviors that can prevent or
mitigate diseases, injuries, and other health problems. They provide a ready source of patient
support and education immediately available to the team and patients. Services they provide
include (based on their level of experience and certification): education regarding chronic
conditions and patient self-management, training patients and caregivers on medical devices,
assisting patients to set/attain behavior-change goals, nutrition education and counseling in
support of command nutritionists or dieticians, education on medication management based
on physician-directed protocols, and access to health care and community resources.
Clinic Manager
Each clinic generally will be assigned a clinic manager. Duties will include but are not
limited to tracking access, tracking provider availability, managing appointment
templates/availability, overseeing clerical staff, managing telephone calls and consults,
tracking performance, Defense Medical Human Resources System – internet (DHMRSi)
submissions, and making recommendations to improve clinic efficiency and effectiveness in
meeting patient needs. The clinic manager will also review patient satisfaction submissions to
identify and recommend improvement opportunities. The clinic manager will ensure
18
completion of necessary forms for third party collections and will track same for the clinic.
Finally, the clinic manager will assist in tracking clinic performance under the Prospective
Payment System (PPS).
Other Team Members:
Please see Chapter 7 for discussion of case and utilization managers as well as other specialty
integration information.
MINIMUM STAFFING REQUIREMENTS
Each Service has minimum staffing requirements discussed in more detail in official Service
PCMH guidance.
OFFICE ORGANIZATION/CLINIC DESIGN
The key consideration in physical plant supporting PCMH is the proximity of essential
personnel. This demands consideration that the FHTs, Practice managers, DM, CM staff, and in
the AF, Health care Integrator (HCI) be within the same area of the clinical space or if not
logistically possible as close to one another as feasible. It is also necessary to provide office
space conducive to patient confidentiality and adequate exam/treatment room space for clinical
personnel, to include the Disease Managers and Case Managers.
Space: A minimum of two exam rooms per provider and office space to accommodate two
providers, a nurse and five unlicensed assistant personnel (UAP) (i.e. Medical Technicians (Air
Force), Corpsmen (Navy), Medics (Army) per team. Exact location of all team members will be
determined locally, as influenced by space constraints, but MTFs will ensure that team members
are in close proximity to facilitate team operations and communication. The goal is to design
clinical space to allow the most efficient workflow. The following guidelines also improve
efficiency and improve the ability of team members to collaborate:
Defined Team/Practice “real estate”
Check-in: Teams/Practices may have individual or centralized clinic check-in areas
depending on resources and other constraints
Team “Pods” facilitate discussion; ensure you have huddle and collaboration space
Do not spread out exam room footprint; make it as concentrated as possible
Have all exam rooms set up identically to facilitate ease of use
Have space (temporary or fixed) and IM/IT capabilities for all team members to be able
to accomplish their required documentation
Set up an area for patients to make follow-on appointments before departing the team
space
APPOINTMENT TYPES AND USES
PCMH teams will use the following appointment types:
Acute: Acute or ACUT appointment types are for patients to be seen within 24 hours.
Routine: Routine appointments are for patients to be seen within 7 days.
Established: Established or EST appointments are for patients that the provider specifies
for follow up.
19
Wellness: Wellness or WELL appointment types will only be used for patient wellness
visits and provision of preventive services. WELL appointments are to be seen within 28
days.
Telecon: Telephone assessment, education and counseling may be effectively used by
the health care team. All interactions should be documented in AHLTA and coded
appropriately. Nurse telephone encounters regarding symptom based calls should include
documentation of the decision support tool and protocol used and be reviewed by a
provider within 24 hours. Nurses utilizing telehealth encounters should abide by
appropriate national standards and service-specific requirements.
Group Appointments: Group appointments can be used as appropriate to meet the
needs of the facility. Group appointments can be effective in DM efforts, as the group
setting allows the staff to provide education in an efficient manner, while providing a
support network for the client.
Open Access (OPAC): [Pending update; check with your Service for policies on open
access appointing in the interim.]
20
Chapter 6
Leveraging Health IT and MHS Data Tools
IM/IT tools are needed for achieving NCQA recognition as a PCMH, for providing the breadth
of services needed for quality care as embodied in the PCMH concept and for measuring and
demonstrating outcomes for PC Teams, clinics and MTFs. All IM/IT tools are subject to review
and accreditation/certification by the MHS and/or Service-specific Information Assurance
authorities.
MHS MANAGEMENT ANALYSIS AND REPORTING TOOL (M2)
M2 is a powerful tool used to obtain summary and detailed views of population, clinical, and
financial data from all MHS regions. M2 includes MTFs and commercial network claims data
integrated with eligibility and enrollment data. This integrated data enhances support to
healthcare managers across the MHS. M2 allows users to perform trend analyses, conduct
patient and provider profiling studies, and conduct business case analyses to maximize health
plan efficiency. Available data sets include information on eligibility, TRICARE enrollment,
healthcare services and System production data. A full list is provided in Appendix X.
CLINICAL DATA MART (CDM) The CDM is the clinical reporting tool for AHLTA. It allows users to measure, analyze, and
manage performance of direct patient care, wellness, prevention, and DM of the MHS patient
population. The CDM can be used to create ad hoc queries to help measure quality, safety, and
efficiency. CDM accounts are created by the local MTF system administrator. Types of account
(based on demonstrated need) include MTF Access (non- Protected Health Information [PHI]
and PHI levels), Enterprise Access (non-PHI and PHI levels), and Provider Access (PHI level).
Account access can be requested through an Account Authorization Request Form (AARF). To
obtain the form, you must register at the EIDS Web Portal at https://eids.ha.osd.mil. Instructions
are available at:
http://www.health.mil/Libraries/Documents_Word_PDF_PPT_etc/MHS_Insight_Access_Instruc
tions.doc. For questions or assistance with completion of these requirements, please contact the
MHS Help Desk at 1-800-600-9322 (CONUS) or 1-866-637-8725 (OCONUS).
AHLTA AND MEDICAL MANAGEMENT (MM)
AHLTA has no effective MM tools, documentation, or tracking capabilities to manage
populations of patients such as diabetics. These tools are kept by most MTFs as Excel®
spreadsheets and manually updated monthly, with documentation of care separately entered in
AHLTA.
MHS POPULATION HEALTH PORTAL (MHSPHP/CarePoint)
The Military Health System Population Health Portal (MHSPHP)/Carepoint module transforms
Department of Defense (DoD) and Network health care administrative data into actionable
information. The application utilizes health care action lists to identify MTF TRICARE Prime
and Plus enrollees in need of potential clinical preventive services, disease management or case
management. The HEDIS® methodologies or DoD/VA Clinical Practice Guidelines outline the
specific data sources and methodology used within MHSPHP. The data available through this
21
application provides both patient level and general population statistics concentrating on
demographics, disease management and preventive services information. This evolution of the
MHSPHP provides an intuitive “front end” for the user that is tab based. The newest features of
this iteration include: 1) ability to enter lab results and screenings for patients with other health
insurance and/or who are seen in purchased care, 2) nightly processes to capture lab and
screening tests with updates to both action lists and patient counts, and 3) option to exclude
patients off patient lists (e.g. chronic refusers, patient deceased, miscoded diagnosis, etc.
Various spreadsheets can be generated for MM personnel for specific population management.
The updated MHSPHP in CarePoint is being Beta tested in September 2010; TMA expects
CarePoint to be fielded to all MTFs by the end FY11. Account requests and Service
Representative Information can be found at https://carepoint.afms.mil, select the „Request
Access link.
TRICARE ON-LINE
TRICARE On-Line (TOL) has the potential to become the medical home patient‟s primary
portal to access healthcare. The potential to streamline communication with the MTF is nearly
limitless. A robust TOL would handle a huge amount of routine healthcare business from
appointing to referrals to results reporting and minimize the very inefficient current methods of
communication via telephone and standard mail. Standard reports include PCM continuity and
other important measures broke down by Service, MTF and clinic.
SECURE MESSAGING
Secure messaging is an essential part of a PHR and PCMH operation. Integrating this function
into TOL as part of a web-based tool addresses HIPAA and network security issues, and once the
patient provides password and access permission, communication between the MTF and
providers becomes simple, and avoids the hassles common to telephone use. The advantage of
documentation of contacts is an added benefit, and “cut and paste” allows transfer to an AHLTA
note. The possibilities of this technology are near limitless, and are proven by those medical
activities that have used Commercial-Off-The Shelf (COTS) technology. Utilization of this
function is planned and will be standardized. In July 2010, the Clinical Proponency Steering
Committee (CPSC) directed that the MHS would be using a single secure messaging system with
a goal for consolidation to begin in July 2011.15
Goals and Uses of Secure Messaging
Secure messaging should allow for asynchronous communication/coordination between patients
and providers, providers and consultants, and between PC team members. Enterprise remote
access to both secure messaging and the Electronic Health Record (EHR) is the desired state.
The ability to designate surrogates is an important feature in this capability. The ability to allow
any PC team member to receive and respond to messages is also important. This would allow
patients to be managed by the whole team, including non-privileged providers. Ideally, this
secure patient-provider messaging capability should be integrated into the EHR as a service.
Until this is integrated, any patient communication should be manually entered into the EHR
using a copy and paste or equivalent methodology. The PC team, consultants, and the patients
15
MHS IM/IT Strategic Plan for 2010-2015 – Action Plan Document, 2 Nov 10
22
need to be able to attach files to the secure message. All currently available solutions for secure
messaging allow for attachment of files. Due to security restrictions, those files must be limited
to non-executable files (no Zip files; no database files). The purpose of asynchronous secure
messaging is to provide the following capabilities, which are available or supported by all
current iterations of secure messaging:
Demand management
Results distribution (e.g., laboratory and X-Ray results)
Preventive healthcare communication
Broadcast messaging/announcements (e.g., influenza vaccine availability)
Minor illness/injury management
Prescription renewals
MEDICAL CONTINUUM OF CARE REQUIREMENTS
The MTF will ensure a process to identify at-risk beneficiaries requiring further evaluation
during in-processing. At-risk conditions include unstable chronic medical/mental health
conditions, new-onset diseases/labs/pathology findings requiring follow up, active referrals, or
medical conditions requiring continued MM oversight or provider action. The MTF will ensure
that a process exists to capture information from all enrolled beneficiaries.
The MTF will ensure that a process exists to identify at-risk individuals known to be leaving the
facility (primarily active duty and family members identified through focusing on patients
requiring continued CM, follow-up specialty care or action for critical lab/radiology findings.
The MTF is responsible to ensure measures are in place to track timeliness and accuracy of these
processes. The MTF will ensure that appropriate resources and contact information are available
to facilitate a smooth and complete when the enrollee and his/her family depart to a new duty
station. The following resources will be provided at minimum:
Access to Emergency Care during transit
MTF appointment line at gaining facility
Information regarding Prenatal/Prenatal Care services
TRICARE Operation and Patient Administration contact information
Exceptional Family Member Program MTF point of contact
Family Readiness Center
Military Once Source (on-line website)
Guidance on how to obtain refills in the event of loss or stolen medications during travel
23
Chapter 7
Specialty Integration
Every component of MM is integral to the PCMH concept, as each activity supports a team
approach to patient care. With robust MM programs, the MHS will be able to manage complex
patient care and improve patient outcomes by decreasing variation in clinical management. MM,
as defined in the MHS Medical Management Guide, combines the PCMH team clinical and
business operations to the MTF business plan, while at the same time optimizing MTF specialty
care. In addition, referrals to specialty care must be integrated into PCMH operations.
MEDICAL MANAGEMENT
Clinical aspects of MM are generally under the direction of the Chief of Medical Staff. The
Chief of Medical Staff is responsible for the clinical coordination and supervision of DM, CM
and UM professional staff, along with the timely selection and approval process for MTF
specific CPGs. In addition, the Chief of Medical Staff facilitates PCMH team care coordination
meetings; prioritizes care using available data-bases; leads the clinical aspects of MM meetings;
and chairs the Population Health Working Group (PHWG). Day-to-day MM activities are under
the purview of the MTF Commander-appointed individual who provides the oversight and
management necessary to ensure the appropriate care coordination of MTF MM site specific
activities.
Utilization Management (UM) UM, in collaboration with the PCMH team members, target measures and/or beneficiary
processes that trigger high-cost, high-volume, or problem-prone diagnoses, procedures, services,
and beneficiaries that trigger high utilization rates. The Utilization Manager is an MTF-wide
asset that provides shared support to PCMH teams and is an active member during
interdisciplinary care meetings to ensure effective identification of beneficiary specific
utilization and resource consumption. Accordingly, the Utilization Manager makes appropriate
recommendations to optimize DM and CM staff regarding high utilization or high risk enrollees.
As a result, these team members can then evaluate individual beneficiary needs to identify care
coordination and management requirements. The MTF and HQ leadership provide direction and
consultation in selecting appropriate measures in relation to the strategic plan, and to meet the
needs of the MTF. Additionally, the UM process is also essential to maintaining clinical
currency within the teams and specialty clinics. This is accomplished through an active review
of referral requests to identify care that can be accomplished within MTF capabilities and
capacity; thus, taking action to ensure care is retained at the MTF rather than being sent to the
PCS.
Case Management (CM)
CM serves as an essential link to all agencies, disciplines, private and public associations and
practitioners within the delivery system. As catalysts, case managers seek to provide quality
along the health care continuum, decrease fragmentation of care across many settings, enhance
quality of life and contain cost. Case Managers are responsible for identifying individuals with
chronic, catastrophic, complex, high utilization, high-risk or high-cost health issues who would
benefit from CM services in collaboration with DMs and teams. Potential CM patients may have
24
acute and/or chronic illnesses, complex trauma care needs, combat stress, residuals of traumatic
brain injury, community adjustment and social issues, addictions, and high utilization of
healthcare services. Case Managers develop and execute individualized multi-disciplinary care
plan in conjunction with the patient/family and coordinate with MTF and civilian medical
resources to assure smooth transition, minimizing fragmentation of care. Case Managers are
active members of inter-disciplinary patient Care Coordination meetings to ensure effective
patient CM and care coordination is accomplished. Patients appropriate for CM may be
identified at any step in the care continuum by any member of the healthcare/care coordination
team. A close interaction is established between case managers, the interdisciplinary team
members and the PC physicians to develop a plan of care for the aforementioned patients
including the identification of care needs, treatment goals and interventions to achieve
designated goals within specific time frames. The case manager, team, and provider review the
plan to determine effectiveness and make adaptations where indicated. The case manager is to
have access to timely information on hospital and ER admissions to learn about acute care
episodes soon after they occur, reevaluate the plan of care and original interventions and if
possible prevent future readmissions. CM staff is earned based on MTF enrollment, CM
peacetime workload, and Wounded Warrior workload, so may be shared among teams.
Initial case load determination: The Complex Patient Management Tool (CPMT) may be
used to provide rapid assessment of patients with the most apparent need. CM nurses are
empowered to proactively handle “first call” questions, symptom and problem-based issues
for patients with decision support protocols, such as requests for medication refills, self care
advice, referrals, clinical preventive services (CPS) and acute needs relevant to the decision
support protocol. These calls can provide an opportunity for patient status validation, patient
education, and for coordination with CM or UM as necessary.
Discharge planning is managed by discharge planners or Case Managers. As patients
appropriate for CM are often identified at inpatient discharge (DCS or PCS), discharge
planning actively begins upon admission with care plan updates prior to discharge. The care
plan will include ancillary services, as necessary. For DCS admissions, the first follow-up
appointment will be given to the hospitalized patient prior to discharge as an MTF standard.
PCMs are highly encouraged to participate in discharge planning by visiting hospitalized
patients in their panels. Chief of Medical Staff at outpatient facilities will pursue avenues
such as “Courtesy Privileges” at local hospitals to facilitate this process.
CM Documentation: Clinical case managers are to document and code their services in
AHLTA using DoD-established provider specialty codes, Health Insurance Portability and
Accountability Act (HIPAA) taxonomy codes, Medical Expense Performance Reporting
System (MEPRS) codes, diagnosis codes, and Healthcare Common Procedure Coding System
(HCPCS) codes.
CM Staffing: Case Managers are either Registered Nurses or Licensed Clinical Social
Workers. Guidance received from OSD per Directive-Type Memorandum (DTM) 08-033,
Interim Guidance for Clinical CM for the Wounded, Ill, and Injured Service Member in the
Military Health System, August 26, 2009, delineates specific MHS requirements applicable to
clinical case managers.
25
Disease Management (DM)
DM is provided by professional staff members assigned under the Chief of the Medical Staff in
direct support of the teams based upon team disease burden. Team providers will work directly
with DM/CM staff to develop strategies for the care of their patients with more complex disease
states. The Disease Managers are involved in care coordination activities (e.g. Care
Coordination Team) as necessary. The DM staff‟s primary responsibility is to develop and
execute DM for the PCMH team and positively impact their enrolled patients‟ disease and
chronic condition outcomes in accordance with applicable CPGs, support staff protocols or
clinical decision support tools. Research has shown that a clinic‟s willingness toward innovation
can impact how effective a model is for improving care. CPGs will be used for DM of patients
with chronic conditions such as asthma, hyperlipidemia, diabetes, low back pain, and
hypertension among others. The DM staff‟s secondary responsibility is to support the PCMH
team nurse by providing direct outpatient care, as directed. This care includes nursing
assessment, planning, implementation and evaluation; telehealth activities; medication
administration; nursing procedures; staff and patient education and training. DM staff
responsibility extends to developing, implementing, and evaluating a DM program according to
the DM steps as described in the Medical Management Guide, DoD TMA, current edition.
Documentation of all DM patient encounters will be in accordance with DoD, Service and local
policies and guidance to include any established AHLTA AIM forms, templates, MEPRS and
coding guidelines. Disease Managers are empowered and expected to proactively handle “first
call” questions, symptom and problem-based issues for patients with DM protocols, such as
requests for medication refills, self care advice, referrals and acute needs relevant to DM
protocols. These calls can provide an opportunity for patient status validation, patient education,
and for coordination with CM or UM, as necessary.
The Disease Manager collaborates with the PCMH team and CM and UM on all aspects of PH
and DM activities. In addition, they assist in the development of the MTF MM Plan in support
of the Business Plan to ensure there is a process in place for collecting DM data, monitoring
performance, identifying opportunities for improvement and initiating performance improvement
programs. The Disease Manager identifies, directs and tracks appropriate patients for entry into
approved CPGs for management of their specific diseases/conditions; educates individuals and
groups with chronic conditions IAW CPGs; prioritizes population/patient needs; and tracks
health care/DM outcomes of individual patients with chronic care conditions. In addition, the
Disease Manager participates in the orientation, education and training of DM activities for
clinical and non-clinical staff and coordinates and participates in interdisciplinary team meetings,
designated MTF meetings, and specific MM, DM, and care coordination meetings.
DM and Clinical Practice Guidelines (CPGs)
CPGs are essential tools in DM and as such are an integral part of the DM support of PCMH.
CPGs are recommended based on the needs of the MTF and UM data. MTFs are highly
encouraged to use DoD/VA CPGs whenever available. CPG implementation will be
documented in the appropriate, Service-specific MTF Executive Committee Minutes. MTFs
are expected to follow with aggressive examination of their medical home populations‟ needs
for the implementation of MTF specific CPGs. These may include depression, hypertension,
26
hyperlipidemia, asthma, diabetes and low back pain. The MTF DM nurse is responsible for
assisting with implementation of locally-approved CPGs in collaboration with the MTF‟s
CPG Champion or CPG Facilitator. The Disease Manager (or individual CPG champions) in
collaboration with the PCMH team will collect and analyze appropriate outcome measures
relative to the CPG.
REFERRALS
Referrals for specialty care are an integral part of the care coordination process within the MTF
and PCMH. The MTF or PCMH will establish standardized business rules for referrals and
authorizations in close collaboration with the teams. These rules should include referral reviews
and appointing within the MTF/DCS when available, consult tracking and obtaining results in a
timely manner from PCS providers. The ordering provider is responsible for ensuring referrals
contain adequate information and details to allow appropriate handling and routing to include
finite episodes of care within their referrals whenever possible. In addition, PCMs, the UM staff,
and Referral Management Center (RMC) staff need to maintain awareness of specialty and
ancillary services available within the MTF when accomplishing and/or reviewing referrals to
the PCS, such that only services exceeding MTF capabilities and/or capacity are outsourced
whenever possible. This ensures MTF optimization of services while at the same time
promoting team and specialty provider currency requirements. Monitoring referrals will also
serve to identify DM and CM needs. Monitoring these issues is the responsibility of the Chief of
Medical Staff in collaboration with the UM nurse with regular reporting to the Professional Staff
meeting.
DEMAND MANAGEMENT STRATEGIES
MTFs may employ demand management strategies such as nurse/tech, Pharm-D, nutritional
medicine, physical therapy, and Health and Wellness Center run clinics, as appropriate. These
clinics may include cold/flu, medication refills, hypertension screening, Coumadin, diabetes,
sprains/strains, urinary tract infections, nutrition counseling and other low-acuity diseases and
conditions. The selection of which demand management strategies will be implemented is a
local MTF determination based on beneficiary demands and care requirements. Locally-
developed clinical support staff protocols will be developed under the purview of the Chief of
Medical Staff and Chief Nurse Executive for licensed professional personnel, with the addition
of the MTF Chief Medical Technician Functional Manager for technician staff. The Chief of
Medical Staff is responsible for securing approval of all protocols before they are placed into
use. Protocols will meet current standards of practice and scope of care. Personnel performing
such protocols will be trained with appropriate documentation made in the training records with
supervision provided in accordance with protocol requirements.
MEDICATION THERAPY MANAGEMENT (MTM)
MTM is intended to provide personalized pharmacy services to optimize individual medication
regimens and compliance with regimens, and improve overall therapeutic outcomes. The PCMH
team should consider referring patients with complex drug regimens for medication adherence
challenges for MTM consultation with a MTM- trained pharmacy staff member. The pharmacist
will conduct a thorough medication review with the patient to identify the obstacles that prevent
the patient from deriving the maximum benefit from their drug regimen. The pharmacist will
27
make recommendations to the PCMH team to address medication-related barriers to improved
patient outcomes.
PRIVATE SECTOR CARE If the MTF or DCS does not have the capability or capacity, specialty care referrals will be
forwarded electronically to the MCSC for specialty care approval/authorization. In addition,
referrals are required for urgent/routine PC deferred to the network when MTF contingency
plans are implemented to provide short-term overflow relief for PC services. The MCSC will
notify the MTF, the patient, and the network provider when the referral is authorized for care.
The MCSC will notify the patient via letter to make an appointment with a provider in the
purchased care sector. The MCSC will not send a patient notification letter for same day and 72-
hour referrals. The MCSC will provide the specialist the reason for the referral. The team is
responsible for providing the additional medical information (e.g. lab reports, x-rays, medication
lists etc.) to the referred specialty care provider as appropriate. The RMC/equivalent may
facilitate and support this responsibility. Using best business practices, the MCSC will perform
medical necessity reviews as needed, covered benefit reviews, and maintain a multi-level appeal
process. The MCSC does not provide referral services for patients who are TRICARE Standard,
TRICARE Plus (T-Plus), and TRICARE for Life (TFL), or who have Other Health Insurance
(OHI). The RMC is responsible for assisting these beneficiary categories with their referral
requirements. This can include providing a list of participating providers, answering questions,
and providing an RMC point of contact (POC).
MTF Referral offices or PCMH practices are responsible for tracking and accounting to
conclusion all internal and external specialty care results and MTF deferred to purchased care
system (PCS) urgent/PC referrals. RMCs/equivalent will need to have mechanisms in place to
track and account for their referrals such as the use of CarePoint tracking tools currently in use
by the Air Force.
Under T-Nex, the MCSC is responsible for tracking network specialty care referrals for
TRICARE Prime and Active Duty Service Members (ADSMs). Under T-3 and OCONUS
MCSC contracts, the MCSCs are not required to track referral results. In both cases, MTFs are
required to meet The Joint Commission, Accreditation Association for Ambulatory Health Care
(AAAHC), National Committee for Quality Assurance (NCQA), and Service-specific inspection
activities requirements to track and account for all initial specialty care and urgent/routing PC
referral requests going out of/into the MTF to conclusion. Under T-3, MTF referral management
offices or PCMH practices will need to establish processes to retrieve referral/consult results
from the purchased care providers. Fostering a close relationship with community specialists
and their staff will facilitate interagency cooperation to share pertinent patient medical
information. The referring provider/PCM team is responsible for ensuring the results are
reviewed/signed and forwarded to outpatient records for filing in the patient‟s medical records.
The office or individual tracking referrals should regularly notify PCMs of non-resulted or
unused referrals to allow PCMs to make appropriate clinical decisions regarding their patients;
the patient‟s action should be documented in the medical record (e.g. patient did not show for
appointment, refused, cancelled, or did not activate referral, etc.)
28
Chapter 8
Integrating Behavioral Health Providers
In 2005, the Institute of Medicine (IOM) stated that behavioral health is intertwined with health
care and that the aims, rules, and strategies for health care redesign laid out in Crossing the
Quality Chasm should be applied to behavioral health care.16
In 2008 the World Health
Organization (WHO) in conjunction with World Family Doctors issued Integrating Mental
Health Into Primary Care: A Global Perspective.17
The report states that ”Integrating mental
health services into primary care is the most viable way of closing the treatment gap and
ensuring that people get the mental health care they need.” As the PCMH concept has evolved,
the same call to action for the integration of behavioral health as a key component of the PCMH
continues. In 2010, a report commissioned by the Agency for Healthcare Research and Quality
(AHRQ) Integrating Mental Health Treatment Into the Patient Centered Medical Home
concluded “…the PCMH will not reach its full potential without adequately addressing patients‟
mental health needs.” “…including all stakeholders in a coordinated planning and
implementation process will be critical to the success of efforts to integrate mental health
treatment into primary care settings.”
The terms behavioral health and mental health are often used as umbrella terms that include a
wide range interventions. For clarity in this chapter, behavioral health (BH) will be used as an
umbrella term to include services for 1) health behavior change (e.g., weight loss, tobacco
cessation and increasing physical activity), 2) substance dependence/abuse/misuse, 3) behavioral
medicine interventions (e.g., chronic pain management and insomnia) and 4) general mental
health (e.g., depression and anxiety disorders).
Why BH Providers Are a Necessary Part of the PCMH
BH is a necessary part of PCMH because evidence shows that PC is already the defacto
mechanism through which many patients receive BH care. Over 30% of individuals in the U.S.
in a given year meet diagnostic criteria for a BH or substance related disorder.18
These disorders
account for half as many disability days as “all” physical conditions measured in a recent U.S.
population co-morbidity survey.29
In fact, the top five conditions driving overall health cost
(work related productivity + medical + pharmacy cost) are depression, obesity, arthritis, back
and neck pain and anxiety.31
Factors related to stigma, time, access and cost result in up to two-thirds of individuals who
might benefit from outpatient BH care, to avoid engaging in these services.19.20
Half of PCMs
16
Improving the quality of health care for mental and substance-use conditions, Institute of Medicine, 2005 17 World Health Organization (WHO)/World family doctors caring for people (Wonca). Integrating Mental Health Into Primary
Care 18 Croghan TW, Brown JD. Integrating Mental Health Treatment Into the Patient Centered Medical Home. (Prepared by
Mathematica Policy Research under Contract No. HHSA290200900019I TO2.) AHRQ Publication No. 10-0084-EF. Rockville,
MD: Agency for Healthcare Research and Quality. June 2010. 19 Hoge CW, Castro CA, Messer SC, McGurk, D, Cotting, DI, & Koffman, RL. Combat Duty In Iraq And Afghanistan, Mental
Health Problems, And Barriers To Care. NEJM. 2004:351;13-22 20 Eaton WW, Martins SS, Nestadt G, Bienvenu OS, Clarke D,& Alexandre P. The Burden Of Mental Disorders. Epidemiologic
Reviews. 2008:30;1-14
29
report they can only sometimes, rarely or never get high-quality BH referrals and when a PCM
does make a referral to an outpatient behavioral health clinic, 50% of patients do not make their
first appointment.21
Nearly 20% of deployed Service members screen positive for symptoms
indicative of a BH condition.22
Of these, 78% report a need for help, but less than a fourth
receives BH care, partly due to stigma. The Health Care Survey of DoD Beneficiaries (2008)
found almost 40% of respondents (active duty, family members and retirees) reported difficulty
getting BH care, with approximately 70% of family members reporting trouble accessing urgent
BH care. The challenges of accessing or getting patients to engage in outpatient BH services
results in approximately half of all BH disorders being treated exclusively in primary care (PC)
by a PCM without additional BH assistance.22
Unfortunately, usual PC services (PC) for the
treatment of BH problems have been shown to be consistently less effective than enhanced PC
services that incorporate BH.36-40
Benefits to Treating BH Disorders
Treating patients with BH disorders in PC provides benefits in terms of lower costs, better
outcomes and improved satisfaction with healthcare. Research demonstrates that medical costs
decreased 17 percent for those patients receiving BH treatment.23
For example, PC treatment of
depression in patients with diabetes resulted in a $896 cost savings over 24 months and almost
$3,300 lower healthcare costs over 48 months.2425
Other quantitative and qualitative reviews of
randomized controlled trials demonstrated better outcomes in depression, panic disorder, tobacco
use, alcohol misuse, diabetes, irritable bowel syndrome, primary insomnia, chronic pain and
somatic complaints.2627282930
. Finally, studies have shown both improved patient and provider
satisfaction with healthcare when BH care is integrated.3132
21
Eaton WW, Martins SS, Nestadt G, Bienvenu OS, Clarke D,& Alexandre P. The Burden Of Mental Disorders. Epidemiologic
Reviews. 2008:30;1-14 22 Ibid 23 Chiles et al., The Impact of Psychological Interventions on Medical Cost Offset: A Meta- analytic Review. Clinical
Psychology. 1999;6:204–220 24 Katon et al., Cost-effectiveness and Net benefit of Enhanced Treatment of Depression for Older Adults with Diabetes and
Depression. Diabetes Care. 2006;29:265-270. 25 Unützer et al., Long-term Cost Effects of Collaborative Care for Late-life Depression. American Journal of Managed Care
2008;14:95-100 26 Butler et al., Integration of Mental Health/Substance Abuse and Primary Care AHRQ
Publication No. 09- E003. Rockville, MD. AHRQ. 2008. 27 Craven et al., Better Practices in Collaborative Mental Health Care: An Analysis of the Evidence Base. Canadian Journal of
Psychiatry. 2006;51:1S-72S. 28 Gilbody et al., Costs and Consequences of Enhanced Primary Care for Depression:
Systematic Review of Randomised Economic Evaluations. British Journal of Psychiatry, 2006;189:484-493. 29 Williams et al., Systematic Review of Multifaceted Interventions to Improve Depression Care. General Hospital Psychiatry,
2007; 29:91-116 30 . Hunter et al., Integrated Behavioral Health in Primary Care: Step-by-Step Guidance for Assessment and Intervention.
American Psychological Association, 2009. 31 Chen et al., Satisfaction with mental health services in older primary care patients. American Journal of Geriatric Psychiatry.
2006; 14:371-379. 32 . Gallo et al., Primary Care Clinicians Evaluate Integrated and Referral Models of Behavioral Health Care for Older Adults:
Results from a Multisite Effectiveness Trial (PRISM-E) Annals of Family Medicine. 2004; 2:305-309.
30
ALIGNMENT WITH THE QUADRUPLE AIM AND MHS STRATEGIC
IMPERATIVES
Integrating BH into PCMH supports Individual Medical and Family Readiness. Service
members‟ psychological health is improved through identification and entry into treatment for
service members with BH concerns. In addition, treatment in PC decreases the stigma of seeking
and obtaining BH care. Integrated BH care also supports the Experience of Care/Population
Health because evidence-based care and engaging patients in health behaviors is enhanced
through improved delivery of CPGs in the PCMH. Per Capita Costs or Per Member Per Month
(PMPM) costs are lower when BH care is integrated into a PCMH. Reduced costs are also
realized through lower emergency department utilization and the recapture of family member BH
services from the purchased care sector. Finally, the integration of BH care supports Learning
and Growth by allowing PCMH team members to treat BH conditions, resulting in a more fully
capable, more satisfied MHS workforce.
Operational and Clinical Standards for BH PROVIDERS in the PCMH In June 2007, the SECDEF accepted the DoD Mental Health Task Force (MHTF)
recommendation (5.1.2.2) that "The military Services should integrate mental health
professionals into PC settings." Integrating BH providers (e.g., social workers, psychologist) as
a standard component of the PCMH is vital if the PCMH is going to fully align along the core
PCMH principles and the Quadruple Aim goals of impacting readiness, population health,
improved experience of care and decreased per capita cost. Unfortunately, moving BH providers
to the PCMH, without changing the clinical, operational and administrative procedures for
working in the PCMH will not produce the desired outcomes.
Please check back for updates on guidance on MEPRS codes for embedded behavioral health
clinicians. Guidance/policy is under development at TRICARE Management Activity, in
collaboration with the Services.
A Tri-Service Mental Health Integration Working Group (MHIWG) consisting of family
medicine, social work, psychology and psychiatry reviewed the integrated care literature, drew
conclusions from the review which together with clinical experience and expert opinion guided
the development of recommendations setting minimum standards for integrating BH providers
into the PCMH. Those recommendations will be used as the foundation for a DoDI and DoDM
setting standards for BH care in the PCMH across the direct care enterprise. Pending the release
of the DoDI and DoDM, the following should serve as a guide on how BH providers are
integrated into the PCMH.
MODELS OF CARE
The models of care that are most likely to align with PCMH core principles are the Care
Management (CM) model,33
the PC Behavioral Health model,34
and a blended model of care.
33
Williams et al., Systematic Review of Multifaceted Interventions to Improve Depression Care. General Hospital Psychiatry,
2007; 29:91-116. 34 Robinson, P. J, & Reiter, J. T. (2006). Behavioral consultation and primary care: A guide to integrating services. New York:
Springer
31
Care Management model: The CM model (e.g., the Army‟s RESPECT-Mil program) is a
population-based model of care using specific pathways to focus on a discrete clinical problem
(e.g., depression.) The PCM refers patients to a care manager, who is often a nurse, with special
behavioral health training, or master‟s level BH provider. The care manager follows a standard
method for assessment, planning, and care facilitation and communicates with the PCM and
specialty care psychiatric prescriber. PCMs and care managers share information regarding
patients with a shared medical record, treatment plan, and standard of care. Typically, there is
some form of systematic interface with a specialty care psychiatric prescriber (e.g., weekly case
review and treatment change recommendations). Care managers may work from a separate
geographical location, but they are usually co-located or embedded in the PC clinic. CM models
improve the treatment of depression35,36
and there are emerging data supporting the use of CM
models for other clinical conditions, such as Post Traumatic Stress Disorder (PTSD), etc.
Unfortunately, using the CM model alone will not meet in full the PCMH core principles and
Quadruple Aim goal of comprehensive population health impact. Because the CM model
focuses on a specific group (e.g., those with depression and PTSD) patients with other health
problems that might benefit from behavioral health interventions (e.g., anxiety disorders, asthma,
chronic pain, eating disorders, obesity, and sleep disorders) receive no additional BH in PC
services. An important and efficacious model, the CM model alone does not result in
comprehensive health impact.
Primary Care Behavioral Health Model (PCBH): The PCBH model (e.g., the Air Force
Behavioral Health Optimization Program (BHOP) comes closer to aligning with principles of the
PCMH and the Quadruple Aim goals than the CM model of care. In the PCBH model, BH
providers are embedded within the PCMH as team members. The BH provider works with the
rest of the PCMH team in a shared system to address the full spectrum of problems the patient
brings to their PCMH. BH providers deliver care in the PCMH clinic where patients are seen by
the PCMs. All patient populations are included with the goal of creating a team-based
management approach to the full gamut of biopsychosocial needs, many of which have not been
within the domain of traditional behavioral health, but managed more by clinical health
psychologists or behavioral medicine specialists (e.g., smoking cessation, weight management,
chronic pain, headache, sleep disturbance, health risk behavior, medical non-adherence). With
this model there is one treatment plan targeting the patient‟s needs and a shared medical record.
The patient is likely to perceive this behavioral health care as part of his or her routine medical
care. This model has an expanded population health focus. There is an emphasis on real time
access to care at the exact time the need is identified and the ability to make instantaneous shared
medical and behavioral health decisions, all contained with a single health care plan. This is the
only model where one of the primary espoused goals is to transfer behavioral intervention skills
to the PCM through repeated application of consultative interactions. Researchers have begun to
show the effectiveness of the PCBH model, but the existing data is more limited compared to the
randomized controlled trials showing that CM model effectiveness for treating depression.
35 Gilbody et al., Costs and Consequences of Enhanced Primary Care for Depression:
Systematic Review of Randomised Economic Evaluations. British Journal of Psychiatry, 2006;189:484-493. 36 Williams et al., Systematic Review of Multifaceted Interventions to Improve Depression Care. General Hospital Psychiatry,
2007; 29:91-116.
32
Blended model: A blended model uses a combination of an embedded care manager using the
CM model and a BH provider using the PCBH model. The care manager and a BH provider
work in tandem to support the needs of the PCMH. Although the blended model has been
implemented in the Veterans Administration (VA), currently there are no data demonstrating the
efficacy or effectiveness of this combination.
RECOMMENDED STAFFING RATIOS FOR BH PROVIDERS IN PCMH
The Tri-Service MHIWG concurred on BH provider in PC staffing ratios. Clinics with 7,500 or
more empanelled patients would use a blended model of care. At least one full-time BH
provider, following the PCBH model, would deliver services within the PC clinic. At least 32
hours per week would be devoted to patient contact, treatment planning, and consultation with
medical providers. BH providers would also conduct educational presentations, program
development, and attend staff meetings. The clinic would also employ one full-time health care
professional (e.g., nurse) to fulfill the CM model piece of this blended model. The care manager
would spend 32 hours per week delivering depression and PTSD care management pathway
services. These services could be expanded to include clinical pathways for other problems (e.g.,
other anxiety disorders, obesity, diabetes, etc.) as indicated by clinic need and time availability.
The BH provider would serve as a clinical supervisor for the care manager when appropriate.
Note-there can be several PCMH teams in a given clinic. For instance there might be 4 teams
with two PCMs each, with an enrollment of 1,200 per PCM, summing to 2,400 enrolled per
team, but 9,600 enrolled in the clinic. When these PCMH teams are practicing next to each other
within a given clinic “structure” the BH provider staffing ratio should be applied to the “clinic”.
Using the example above there would be 1 BH provider and 1 CM providing services for the
9,600 enrollees of the 4 PCMH teams.
In smaller clinics with 1,500-7,499 empanelled patients, it was recommended that the clinic
employ one full-time BH provider who will deliver services consistent with the PCBH model, or
one full-time care manager providing CM model services, or one full-time BH provider
delivering both PCBH and CM model services. Providing options for smaller clinics was
intended to allow for clinic flexibility based on local needs and funding. If possible, having a BH
provider who delivers PCBH and CM model services, will facilitate a larger population health
impact than either model of service alone.
FACILITIES
Operating under the assumptions of the optimal model for the PCMH, BH providers and care
managers should work in the PCMH clinic. While the Tri-Service MHIWG recommends these
embedded BH positions be owned by the PCMH to allow authority and accountability,
ownership will be left up to the Services and local leadership to decide. The more important
issue is that services be provided in the same physical location, regardless of which
specialty/clinic “owns” the authorized positions. Proximity alone facilitates ease of
collaboration, treatment planning, consultation and having multiple team members see the
patient in the same visit or see the patient at the same time.
Administrative Requirements
Patients, regardless of an appointment with a PCM, BH provider or care managers should access
care through the same check-in point, wait in the same waiting room and be seen in the same
33
clinic. BH providers and care managers should enter brief notes, focused specifically on the
presenting problem and include recommendations for the PCM. It must be emphasized that the
BH provider‟s and care managers‟ notes in AHLTA are not formal mental health notes, which
are maintained in the Mental Health Clinic. These AHLTA entries are accessible to PCMH team
members as needed to provide efficient and appropriate care.
BH REFERRALS Depending on the severity of the patient‟s disorder/condition, the patient may require more
intensive management of his/her BH needs. As such some patients with BH disorders who
present for care in the PCMH will still need to be referred for outpatient BH care.
REQUIRED BH PROVIDER SKILLS FOR THE PCMH
The BH provider will likely need the following skills if he or she is going to maximize his/her
efficiency, effectiveness and long-term impact in a way that aligns with the PCMH core
principles.
Clinical Problem Knowledge Breadth: In a PCMH, providers are prepared to provide
comprehensive care and to coordinate care with other specialties when necessary. Consistent
with this model, it is essential for BH providers to accept all referrals and find ways to assist
anyone who comes into the clinic. This requires a BH provider be familiar with a very broad
range of clinical conditions, assessments, and treatments. BH providers should know general
adult mental health problems (e.g., anxiety disorders [generalized anxiety disorder, panic
disorder, post traumatic stress disorder], bereavement, mood disorders, eating disorders,
substance misuse/abuse dependence), and have broader familiarity with common clinical health
psychology problems (e.g., chronic pain, diabetes, obesity, sexual disorders, sleep disorders,
tobacco dependence). PCMH settings may also require an understanding not only of individual
and adult problems, but also child and family problems. Therefore a BH provider should be
familiar with a range of common child and adolescent BH problems (e.g., autism spectrum
disorders, ADHD, conduct disorders, learning disorders), pediatric health (e.g., asthma, chronic
illness coping, elimination disorders, habit disorders) and family problems (e.g., parenting skills,
relationship difficulties).
Ability to Adapt Assessments and Treatments: Much of the current evidence for how to
assess and treat these diagnoses has been studied in tertiary care behavioral health or clinical
health psychology settings. BH providers must be able to evaluate the research base, identify the
core-components of interventions, and appropriately adapt assessments and interventions for the
PC setting.
Overarching Heuristic for Assessment and Intervention: Behavioral health assessment and
intervention in the PCMH should align with the pace and culture of the setting. The 5A‟s
model37
: Assess, Advise, Agree, Assist, and Arrange, is an evidence-based clinical heuristic that
can guide BH providers in their adaptations of assessments and treatments. The 5A‟s format has
37
Whitlock, E. P., Orleans, C. T., Pender, N., & Allan, J. (2002). Evaluating primary care behavioral counseling interventions:
An evidence-based approach. American Journal of Preventive Medicine, 22, 267-284.
34
been strongly recommended for assessment and intervention across a range of problems in PC38
.
The specific tasks within each of the 5A‟s will vary depending on the nature of the problem as
well as its severity and complexity39
. Nevertheless, the 5A‟s model can be applied to any patient
in any clinic with any problem.
Assess phase - An initial assessment in PC involves gathering information on physical
symptoms, emotions, thoughts, behaviors, and important environmental variables like
family, friends or work interactions. From a biopsychosocial perspective the goal is to
determine what variables are associated with the patients‟ chief complaint and
functioning. Then, based on patients‟ values and what they have control over, determine
what he or she could change that would decrease symptoms associated with the chief
complaint and improve functioning.
Advise phase - During the advise phase, the BH provider describes to patients their
options for intervention, based on the data gathered in the assessment phase. The goal is
to describe the intervention and the expected outcomes as well as to advise the patient on
the collaborative nature of assessment and treatment.
Agree phase - To ensure a collaborative relationship towards care, BH providers need to
take time to discuss what the patient wants to do based on the options discussed. The
patients might also decide they do not like any of the options and suggest some of their
own, or might want more time to think about their options or an opportunity to discuss
options with a significant other in their lives.
Assist phase - At the assist phase, the BH provider‟s job is to help patients learn new
information, develop new skills, problem-solve and/or overcome environmental or
personal barriers to implementing changes. This is where the “formal” intervention takes
place.
Arrange phase - In the arrange phase the BH provider should specify when, or if patients
will follow-up with the BH provider, their PCM, or facilitate a referral to outpatient BH
care. In the arrange phase the BH provider would also discuss what will be evaluated or
what information or skill will be the focus of the return appointment. Use of the 5A‟s
produces a personalized health-care action plan. The plan is specific, focused on health
behavior change, and an integrated piece of the patient‟s overall healthcare plan.
Ultimately the plan is then monitored and managed by the entire health care team.
Clinical Core Competencies: Regardless of the problems being addressed by a BH provider,
there are core skills across assessments and interventions that can be used to measure the fidelity
of a BH provider‟s practice.
38 Whitlock, E. P., Polen, M. R., Green, C. A., Orleans, C. T., & Klein, J. (2004). Behavioral counseling interventions in primary
care to reduce risky/harmful alcohol use by adults: A summary of the evidence for the U.S. preventive services task force. Annals
of Internal Medicine, 140, 558-569. 39
Whitlock, E. P., Orleans, C. T., Pender, N., & Allan, J. (2002). Evaluating primary care behavioral counseling interventions:
An evidence-based approach. American Journal of Preventive Medicine, 22, 267-284.
35
Applies principles of population-based care - PC environments are designed to facilitate
the care for large numbers of people every day. A BH provider must be able to
appropriately provide care for everyone along a continuum from acute need, sub-clinical
problems and prevention to those who are healthy. BH providers must be able to
determine which referrals are appropriate to manage in PC and which need to be referred
to other locations.
Defines behavioral health provider role - Unlike outpatient BH clinics where consent to
treatment document is reviewed, BH providers need to briefly (e.g., two minutes) explain
their roles in the clinic and appropriate limitations on the care and confidentiality that can
be provided.
Rapid problem identification - Outpatient BH care settings often involve comprehensive
biopsychosocial assessments. The time constraints in PC, require that the BH provider
skillfully determine whether the patient‟s perceptions of the primary problem matches
what the PCP identified as the problem.
Uses appropriate assessment - Adapting to PC requires changing the style and content of
assessment questions. To more carefully guide the assessment closed-ended questions are
used more frequently compared to outpatient BH clinic settings. Assessments are
focused on the presenting problem and elicit how the patient‟s physical condition,
thoughts, emotions, behaviors, habits, and environment impact the identified problem and
functioning.
Limits problem definition/assessment - In PC the goal is to understand the referral
problem well enough to be able to implement the most appropriate evidence-based
intervention. The scope of the assessment should focus on the factors affecting the
presenting problem and not go far beyond that assessment. Screening for suicidal and
homicidal risk for each patient at each appointment is not part of the culture of primary
care. However, each Service should determine a standard for the frequency of these
screenings when a patient sees a BH provider in primary care. Currently the Air Force
policy states that every patient for every appointment with a BH provider in primary care
is screened for suicidal and homicidal risk.
Functional outcomes/symptom reduction recommendations - It should be clear to the
BH provider, patient, as well as any other PCMH team member whether the
recommendations and interventions have been successful. Identifying objective methods
for determining whether progress is being made is an important component of BH care in
the PCMH.
Uses self-management skills/home-based practice - The majority of what the patient
does to decrease symptoms and improve functioning is done outside of the PCMH
appointment. The BH provider should be providing the patient with ways to make
changes when the patient is away from the clinic (i.e., homework).
36
Specific and supportable interventions - Recommendations made in PC must be
understood by not only the BH provider and the patient, but also other PCMH team
members who may be involved in maintaining behavior change plans. Interventions
should involve observable and measurable behaviors (e.g., increase fun activities [read
Mon, Wed, Fri from 1300-1330 in home office], increase exercise [Mon-Fri from 1700-
1730, 30-minutes on stair-stepper], use relaxation skills).
Clear understanding of relationship of medical and psychological systems - For
example, the BH provider understands the biopsychosocial model of physiological
disorders, can describe to the patient the relevant factors, physical, behaviors, thoughts,
environment, interactions with others, impacting symptoms and functional impairments.
Basic knowledge of medicines - Medications are a frequent course of treatment in PC.
BH provider recommendations and interventions are often offered in addition to
medication interventions. PCMs may look to BH providers for guidance on medications
to consider for some problems (e.g., anxiety, depression). For effective communication
with patients and PCMs, BH providers need to be familiar with the more commonly
prescribed BH medications (e.g., analgesics, anxiolytics, anti-depressants, hypnotics,
opioids) and prescribing practices that are common in their primary clinic. BH providers
will not, however, make specified medication recommendations to the patient unless the
BH provider is a psychiatrist.
Practice Management Skills:
Perhaps the most challenging skills for a BH provider originally trained to work in an outpatient
BH clinical are the practice management adaptations that are necessary for integrated BH care in
the PCMH. These practice management skills require BH providers to make fundamental
changes to the way they practice.
Efficient use of 30-minute appointments - The BH provider must be able to efficiently
incorporate the 5A‟s and demonstrate the clinical core competencies within the 30-
minute timeframe usually allotted for “new” patient appointments.
Staying on time - BH providers can quickly sabotage their schedule and the schedules of
the patients waiting to see them if they are unable to manage their time in the PC clinic.
Spending just 5 minutes longer with three patients can mean that subsequent patients are
waiting 15 minutes or longer for their scheduled appointments.
Using intermittent visit strategies - Unlike outpatient BH clinics that use a standard one
to two week interval between appointments, in PC BH providers should use a follow-up
strategy that makes the most sense for the presenting problem. Some patients may not
come back at all, or may come back the next day, in a week, in one month, or in six
months. Use of open access booking is also helpful in integrating BH services into
PCMH. BH providers may book patients on the top of the hour and leave appointments
on the half hour open and available for patients who may need a same day appointment;
this also allows same day feedback to the PCM and decreases no show rates.
37
Appropriate outpatient BH care use – Integrated BH services in the PCMH will never replace
outpatient BH clinic services. BH providers need to be able to determine when a patient‟s
problems should not be managed in PC and instead should be referred to the outpatient BH
clinic. The patients with problems that should be referred should be based on the BH provider‟s
scope of care, the intensity of the problem, and the patients and PCM‟s preference for where care
is best delivered and the Services standards for care. As a general guide, (consistent with Air
Force current practice) if a patient is not responding to an intervention after 4 appointments, the
BH provider in consultation with the PCM and patient should consider referral to specialty BH
services outside of the PCMH. This is to insure a patient does not languish in an ineffective
treatment modality. Other BH related services that should be performed outside of PCMH
include medical social work (other than routine, community-resource referrals), specialized BH
case-management, psychotherapy or diagnostic procedures exceeding brief assessment and
intervention, long-term, group psychotherapy (although psycho-educational classes offered in the
PCMH are appropriate), specialized occupational health and/or disability-management and
command-directed evaluations. Legal review of the AF BHOP model stated that “care and
caution need to be taken in the number of assessments provided per patient under this model”
and that “the more the PC provider has control over the actual delivery of patient care (i.e.,
diagnosis, treatment regimen, etc.), the greater the perception that the mental health provider's
role is indeed merely that of a consultant.” Although this legal review applies to the AF BHOP
model, the principle is relevant to all Services, which provides the basis for its inclusion in this
guide.
Appropriate community resources use - Beyond outpatient BH clinics there are often
community based services and groups that may be helpful for the patient to consider.
Consultation and Communication Skills - One of the most valuable benefits of
integrating BH services in the PCMH is the improved communication between BH
providers and PCMs. Successful communication requires that BH providers adapt the
ways that they communicate with medical providers to a form that facilitates the medical
provider being able to efficiently listen and use the feedback. Providers should avoid
profession-specific jargon or long-winded conceptualizations.
Focusing on and responding to referral question - BH providers should always answer
the referral question. If the patient‟s perception of what was most important was
different than the referral question, the BH provider should still be in a position to answer
the question or provide a rationale for why that question was not answered.
Tailoring recommendations to work pace of PC - The PCM should be able to easily
understand the recommendations for the patient and be able to quickly facilitate the
continuation of those recommendations when seeing the patient at follow-up
appointments.
Conducting effective feedback consultations - A BH provider should be able to provide
feedback to a PCM quickly and use clear, concise explanations for the rationale for and
the content of the interventions.
38
Persistent follow-up - The BH provider should always provide feedback to the PCM.
Sometimes patients present with concerns that require immediate attention (e.g., side-
effects of medications, alarming medical symptoms). The BH provider should be able to
distinguish which situations require urgent medical attention.
Recommendations to reduce PCM workload
The BH provider should be able to demonstrate and communicate to the PCM how the
BH visits will help to reduce the PCM‟s workload. For instance, the BH follow-up
appointments might focus on reassessing depressive symptoms in two weeks and the BH
provider offers to help the PCM by also asking about any side-effects associated with the
recently started antidepressant.
Documentation skills - In outpatient BH clinics, patient notes, particularly new patient
notes, are intended to summarize complete biopsychosocial functioning of the individual.
The standard of care in PC requires that notes capture the important signs and symptoms
affecting patient functioning, but are not viewed as comprehensive reflections of the
patients functioning.
Medical notes clear and concise - The content of the notes should focus on the referral
problem and describe the onset, frequency, and duration of signs and symptoms, while
describing the functional impairment. Recommendations at the end of the note should be
brief and use measurable outcomes.
Documenting encounter while seeing patient - The patient flow and time constraints of
PC requires efficient and effective time management. Documenting while engaged with
the patient, helps to ensure that important information is immediately recorded and less
time is spent recalling the course of the appointment. Documenting while seeing the
patient must be balanced with remaining engaged with the patient, and ensuring that
active listening is maintained. For example, it would be inappropriate to turn away from
a patient when they are demonstrating emotional distress.
Notes consistent with PCM feedback - What is written in the note should reflect what is
verbally told to the PCM.
ADDITIONAL BH INTEGRATION GUIDANCE
Additional guidance in the form of a DoDI and a DoDM that will set minimum operational,
clinical, and administrative standards across Services is expected by the end of FY12.
Additional guidance is also available in the Navy‟s BUMED instruction 6300.19, the Air Force
BHOP Clinical Practice Manual, and the Army OPORD 11-20. Additional information
regarding demonstration projects and SME consultation is available by contacting LCDR
Christopher L. Hunter at [email protected] or 703-681-0079.
39
Chapter 9
Pharmacy Integration
The PCMH model enables clinical pharmacists to contribute to the healthcare team through
services focused on medication management. The PCPCC Medication Management Task Force
supports comprehensive medication management as facilitating the efficiency and effectiveness
of the PCMH team in improving patient clinical outcomes while lowering total healthcare costs.
As independent providers, pharmacists privileged through the MTF‟s Executive Committee and
commanders are able to provide medication therapy management (MTM) services, improving
patient safety and the efficiency of the clinical team. MTM services are distinct from medication
dispensing and focus on a patient-centered process of care. MTM services encompass the
assessment and evaluation of the patient's complete medication therapy regimen rather than
focusing on an individual medication product.
MTM services are recognized through Pharmacist-only Current Procedural Terminology (CPT)
codes, and the Medicare Modernization Act of 2003 established requirements for cost control
and quality improvement, including MTM programs. MTM services should be documented
using the Evaluation & Management (E & M) codes 99605-99607.
Although clinics and services currently provided by pharmacists focus on specialized care, such
as anticoagulation clinics, the PCMH model offers the opportunity for pharmacist-provided
services to grow.
PHARMACY SERVICES
Pharmacist-provided services include, but are not limited to services related to MTM,
ambulatory care, prescription renewal, over the counter (OTC) medications, and medication
reconciliation.
MTM Services:
There are five core elements forming a framework for the delivery of MTM services. As
described by the American Pharmacists Association in the “Medication Therapy Management in
Pharmacy Practice: Core Elements of an MTM Service Model, Version 2.0,” the core elements
include:
Medication Therapy Review: a systematic process of collecting patient-specific
information, assessing medication therapies to identify medication-related problems,
developing a prioritized list of these problems, and creating a plan to resolve them.
Personal Medication Record: a comprehensive record of the patient‟s medications
(prescription and nonprescription), herbal products, and other dietary supplements.
Medication-Related Action Plan: a patient-centric document containing a list of actions
for the patient to use in tracking progress for self-management.
Intervention And/Or Referral: the pharmacist provides consultative services and
intervenes to address medication-related problems; when necessary, the pharmacist refers
the patient to a physician or other healthcare professional.
40
Documentation and Follow-up: MTM services are documented in a consistent manner,
and a follow-up MTM visit is scheduled based on the patient‟s medication-related needs,
or the patient is transitioned from one care setting to another.
Ambulatory Care
Clinics specializing in specific conditions or therapeutic management; examples include, but are
not limited to: anticoagulation, hyperlipidemia, diabetes, polypharmacy, and infectious disease.
Prescription Renewal
Pharmacist run renewal clinics are a mechanism for patients with chronic, stable disease states to
renew prescriptions for maintenance medications for periods in between appointments with their
PCM. Monitoring prescription renewal is an opportunity for referral to a PCM, MTM services,
or other pharmacist-provided services.
Over the Counter (OTC)
OTC programs are established to assist patients in appropriately selecting an OTC product based
on the description of symptoms, with the intent to relieve the need for a scheduled appointment
with a healthcare provider. This function is intended to be provided by any pharmacist,
regardless of privileging, while operating within MTF-approved guidelines.
Medication Reconciliation
Medication reconciliation consists of a review of a patient‟s complete medication regimen prior
to a scheduled appointment or at any point during the care of the patient with the intent to
identify safety or clinical issues, such as those related to poly-pharmacy, drug-drug interactions,
or barriers to adherence. Resolution of issues can include changes to the medication profile via
AHLTA, patient education, or referral to the PCMH healthcare team to include pharmacist-run
MTM services.
STAFFING
Each Service has specific guidelines for MTF pharmacy staffing.
41
Chapter 10
Documentation and Coding
DOCUMENTATION For quality, effective and coordinated PCMH care, complete and accurate documentation is
essential. This chapter provides guidance on types of documentation to include care plans and
telecons, coding optimization, the Medical Expense and Performance Reporting System
(MEPRS).
Needs/Enrollment Assessment: The initial enrollment assessment is a brief needs assessment
done by the MTF for the purpose of appropriate enrollment only. Initial screening may require
record review; however, the minimum record review requirement is a rapid review of the
patient‟s DD Form 2766 or other care summary for level of care required. Further review for
needs assessment for the purpose of developing care plans may be delayed until assignment to a
PCM is made. If the initial screening appears to indicate the patient requires more intensive MM
services or complex care, the PCMH team or MM is responsible for completing a more
comprehensive needs assessment of each new enrollee. In the interim, comprehensive needs
assessment for new enrollees will be accomplished through records review, and/or an intake
appointment. Early referral to the MM team as soon as these patients are identified as candidates
for DM/UM/CM intervention is appropriate.
Care Plans: Care plans range from simply providing clinical preventive services to Service-
specific active duty annual screenings and complex care plans requiring significant MM
involving DM/UM/CM-directed care involving multidisciplinary participation. Beneficiaries
who require comprehensive services and/or who are being followed by a MM program
should have a comprehensive care plan (CCP) that generates and results from all care delivery
activities. This creates an action log representing all value added patient care activities, not just
face-to-face encounters. The comprehensive care plan should be individualized (contain only
information relevant to that patient), proactive (generate automated requests/reminders for care
activities), and integrated (organizes information logically from all data sources). Until an IM
system is designed, PCMH should use standardized Tri-Service Workflow templates with copy
forward feature and standardized macros to document the CCP. Care plans do not require
separate documentation beyond normal AHLTA documentation. Use of AHLTA templates is
encouraged for team documentation and CPGs. Care plan review and updates are required based
upon acuity, and will be accomplished in AHLTA as part of the MM process.
Patient Lists: Accurate, up-to-date patient lists for patients enrolled to the PCMH team will be
maintained using databases such as the MHSPHP/CarePoint, AHLTA, the ICDB, and CHCS
defining the team‟s patient populations for the purpose of MM and delivery of clinical preventive
services (CPS) to medical home patients.
42
Telecons: Telephone assessment, education and counseling may be effectively used by the
health care team. All interactions should be documented in AHLTA and coded appropriately.
Nurse telephone encounters regarding symptom based calls should include documentation of the
decision support tool and protocol used and be reviewed by a provider within 24 hours.
Medication Therapy Management (MTM) Services. MTM services provided by appropriately
trained pharmacists will be documented using the Evaluation & Management (E&M) codes
99605-99607. These codes were established by the Centers for Medicare and Medicaid Services
(CMS) in 2008 for billing MTM services.
CODING OPTIMIZATION
Accurate coding is imperative to drive optimal template and appointing management. Accurate
coding will ensure proper staffing, clinical mix and supplies/equipment to match the demand of
your population. Accurate coding also maximizes third party collections efforts. The MHS
utilizes current coding auditors or some other means of oversight to ensure coding is accurate.
Auditors should communicate positive and negative trends in data and provide training where
required to maximize accuracy. Team leaders are responsible for ensuring encounter coding is
accomplished in a timely manner IAW current standards. Team providers and other personnel
are responsible for documenting and coding all patient encounters in accordance with DoD,
Service and local policies and guidance to include any established AHLTA forms/templates,
MEPRS and coding guidelines. CM staff are responsible for documenting and coding their
services in the AHLTA using DoD established coding guidelines. Use of standardized AHLTA
templates is highly recommended.
MEDICAL EXPENSE AND PERFORMANCE REPORTING SYSTEM (MEPRS)
MEPRS is the standard cost accounting system for the Military Health System (MHS),
containing Tri-Service financial, personnel, and workload data from reporting medical and dental
treatment facilities worldwide. MEPRS assumes an essential role in MHS decision-making and
performance evaluation by offering: Uniform performance indicators‟ expense data classified by
work center; human resource utilization data classified by work center; and a standard
methodology for cost assignment. Accuracy of MEPRS and DMHRSi is essential in order to
make accurate workload, performance and resourcing decisions. For additional information,
please see the TRICARE MHS MEPRS website at http://www.meprs.info/ and also your
Service-specific MEPRS reporting guidance.
43
Chapter 11
Business Planning
The MHS has developed and implemented a robust enterprise Business Planning Process. This
planning process is presently centered on the Tri-Service Business Planning Tool (BPT). MTF
Commanders and staff working closely with their Service-specific business planning personnel
will assess and forecast their market health care requirements. The assessment process will also
include measures to achieve the goals of the eight critical initiatives of the MHS Strategic Plan.
The tool will roll up relatively granular data to an overall expected workload and provide a
Service-level ability to predict Prospective Payment System (PPS) earnings. The MTF business
plan is an overall performance based plan used to track MTF performance.
THE BUSINESS PLANNING TOOL (BPT)
The BPT is the vital first step in providing MTFs the tools necessary to efficiently manage
limited MHS resources. The BPT is also the vital first-step in linking business planning with
resourcing, execution, and performance monitoring. In the long-run, business planning is
intended to provide a tool and process by which the MHS benefit can be managed, controlled,
and maintained. The BPT will be used by MTFs to develop individual business plans.
TRICARE Regional Offices (TROs) will review plans and incorporate into Regional Plans.
In the current version, the BPT projects the resources required to provide care to a specific
enrolled population, as well as s coordination of care within markets. The current assessment
process of the BPT includes measures to achieve the goals of the MHS including enhancing
readiness and expeditionary planning, improving access to care, managing referrals, improving
documented value of care, advancing evidence-based health care, optimizing provider
productivity, and improving labor cost reporting and management.
WORKLOAD REPORTING
Reporting of workload will be done in a Fee for Service (FFS) environment. Workload measures
are consistent with the current MHS operation of inpatient and outpatient reporting, using
Relative Weighted Products (RWPs) and Bed Days for inpatient, and enhanced Relative Value
Units (RVUs) for outpatient care. Data will be aggregated at the PPS Parent MTF level, and be
displayed by Service, Region, and Overseas.
44
ReadinessEnsuring military
deployability and delivering
health care anytime,
anywhere to support of full
range of military
operations.
Population HealthImproving the beneficiary
population's health by
encouraging healthy
behaviors and reducing
the likelihood of illness
through prevention.
Experience of CareProviding a care
experience that is patient
and family centered,
compassionate,
convenient, equitable,
safe and always of the
highest quality.
Per Capita CostCreating value by focusing
on quality, eliminating
waste, and reducing
unwarranted variation.
ReadinessEnsuring military
deployability and delivering
health care anytime,
anywhere to support of full
range of military
operations.
Population HealthImproving the beneficiary
population's health by
encouraging healthy
behaviors and reducing
the likelihood of illness
through prevention.
Experience of CareProviding a care
experience that is patient
and family centered,
compassionate,
convenient, equitable,
safe and always of the
highest quality.
Per Capita CostCreating value by focusing
on quality, eliminating
waste, and reducing
unwarranted variation.
Chapter 12
Metrics, Benchmarking and NCQA
METRICS AND THE QUADRUPLE AIM
DOD‟s strategic vision is based on Dr. Don Berwick‟s “Triple Aim” [Care, Health, and Cost]40
;
the DOD„s vision is called the “Quadruple Aim”, which adds the important fourth goal of
military readiness. The Quadruple Aim vision
creates health care value for the military system
through 1) optimized population health, 2) patient
experience, safe and quality care, 3) responsible use
of resources, and 4) supporting readiness in the
medical military mission, as discussed in Chapter 2
of this guide. Senior Leadership recognized the
PCMH model of care as the strategic enterprise
initiative with the greatest potential to optimize the
MHS strategic goals of the Quadruple Aim. Implementation targets have been set and a
commitment to moving forward has been made with accountability links tied to outcome
performance measures designed to optimize the Quadruple Aim.
MHS METRICS
The MHS will monitor metrics to ensure effective operation of the PCMH, MHS healthcare and
impact on the Quadruple Aim. The Tri-Service PCMH Advisory Board currently is determining
which metrics will be followed at the MHS level. Proposed metrics include:
Getting Timely Care – access standards should be met.
PCM Continuity – PCM continuity enhances healthcare, continuity of care, and
enrollee/physician relationships.
Enrollee Satisfaction with Healthcare – enrollee satisfaction should increase due to
personal relationships with teams, timely appointments and appropriate, coordinated care.
ED Utilization – PCMH should reduce unnecessary usage of ED care.
Per Member Per Month (PMPM)– Per capita cost should be reduced through care
management, reduction of unnecessary specialty care, and early
intervention/prevention.The Healthcare Effectiveness Data and Information Set
(HEDIS): PCMH operations should improve a practice‟s HEDIS measures, which are a
widely used set of performance measures in the managed care industry, developed and
maintained by the National Committee for Quality Assurance (NCQA). HEDIS was
designed to allow consumers to compare health plan performance to other plans and to
national or regional benchmarks.
Staff satisfaction – PCMH should enhance staff satisfaction.
40
Health Affairs, “The Triple Aim: Care, Health and Cost”, Berwick, Donald M. et al, 27, No. 3 (2008): 759-769.
45
PERFORMANCE PLANNING PILOTS
The MHS also is examining the effects of a “pay for value” internal reimbursement method by
implementing a pilot program at seven military installations; each of the seven sites will receive
performance rewards for achieving population health, satisfaction, access, quality and utilization
targets. In addition, several of the sites will have partial capitation for primary care.
NATIONAL COMMITTEE FOR QUALITY ASSURANCE (NCQA) STANDARDS In order to support the continued transformation of primary care into PCMH practices, the MHS
has contracted with the National Center for Quality Assurance (NCQA), through which MHS
PCMHs will seek formal recognition. To meet the requirements for NCQA recognition, the MHS
has begun systematic improvements in access to care, primary care manager continuity, secure
messaging, population health tools and performance reporting. Our ability to achieve NCQA
level recognition will serve as a maker for the progress of the transformation of primary care.
Additional NCQA information is available at the Patient Centered Medical Home NCQA
website at http://www.ncqa.org/tabid/631/Default.aspx
NCQA 2008 Standards: The 2008 NCQA PCMH Standards are effective until December 31,
2011. There are nine standards and 30 elements. Of the 30 elements, 10 are considered “must
pass.” Practices must achieve a score of 50% or higher on must-pass elements. Depending on
total scores, practices will be recognized as Levels 1, 2 or 3, with 3 being the highest possible
rating. Standards are:
Access And Communication
Patient Tracking And Registry Function
Care Management
Self-Management Support
Electronic Prescribing
Test Tracking
Referral Tracking
Performance Reporting And Improvement
Advance Electronic Communications
NCQA 2011 Standards: The 2011 NCQA PCMH Standards are effective 28 March 2011. The
number of standards decreased from nine to six and the number of “must pass” elements
decreased from ten to six. Practices must achieve a score of 50% or higher on must-pass
elements. In 2011, there is an increased emphasis placed on responsiveness to patients' needs
and being patient/family centered. In addition, there is a stronger focus on integrating behavioral
healthcare and care management, patient survey results help drive quality improvement, and
patient and family involvement in quality improvement. The 2011 Standards are aligned with
the six Primary Care core components:
Enhance Access and Continuity
Identify and Manage Patient Populations
Plan and Manage Care
Provide Self-Care and Community Support
Track and Coordinate Care
Measure and Improve Performance
46
NCQA AND THE MHS
The NCQA recognizes the MHS as a “multi-tier” organization. The first tier is the enterprise
level, represented by the TRICARE Management Activity (TMA). The second tier is the MTFs.
Finally, individual PCMH practices are the final tier. One or more teams may make up each
PCMH practice. MHS PCMH practices are primary care platforms such as internal medicine,
family practice, primary care, pediatrics, flight medicine and undersea medicine. The MHS‟
goal is for all DCS Prime enrollees to be seen in a NCQA Level 2 PCMH at some point in the
future. As a result, the number of PCMH practices recognized as PCMHs as well as the number
of enrollees to PCMHs will be tracked at the TMA and Service level.
Baseline Assessment: All current and future PCMH practices in the MHS were sent the NCQA
2008 Standards Survey to use to assess their baseline readiness. The baseline readiness results
will be used to evaluate PCMH funding return on investment at some point in the future, to
identify enterprise and Service capabilities gaps, and to better assess which PCMH practices are
ready to seek formal recognition from NCQA.
Recognition Process: Based on Service recommendations, a specific number of PCMH
practices will be funded to seek formal NCQA recognition. Practices selected to seek formal
recognition in FY2011 will use the NCQA 2008 Standards. Practices selected to seek formal
recognition in FY2012 and beyond will use NCQA 2011 Standards.
47
Chapter 13
Support and Communication
GOVERNANCE
Each Service has identified Service offices of primary responsibility for PCMH who are
responsible for providing oversight over Service PCMH implementation and policy at their
Service MTFs. In addition, TMA has established the following forums:
Tri-Service PCMH Advisory Board (AB)
The Tri-Service PCMH AB is chaired by the Assistant Chief Medical Officer at TMA.
Membership includes the Service PCMH representatives and other TMA functional experts in
strategic management, human resources, pharmacy, and behavioral health. The AB meets
monthly.
Tri-Service PCMH Working Group (WG)
The Tri-Service PCMH WG is chaired by the Director, PCMH at TMA. Membership includes
Service PCMH representatives and Service SMEs. The WG is responsible for developing
strategies and recommendations for the AB on issues including but not limited to guidance
development, policies, IM/IT tool development, metrics, communication/marketing, and
satisfaction surveys. The WG meets monthly.
MHS COLLABORATIVE WEBSITE
In order to foster the collaboration and provide information, and continue the valuable
discussions that took place at the Summit, the TMA and the National Naval Medical Center
(NNMC) have developed a web-based Medical Home website for the MHS and the Department
of Veterans Affairs. This website, which is hosted by the Department of Health and Human
Services (HHS), Agency for Healthcare Research and Quality‟s (AHRQ) Federal PCMH
Collaborative website, is designed to provide a portal for Tri-Service and VA communication,
collaboration, and document/information sharing. The DoD/ VA section of this website is
password protected and restricted to current DoD and VA employees (who have an active “.mil”
or “va.gov” email account). The website will allow you to join discussion forums on a variety of
PCMH implementation topics and lessons learned, upload and share unclassified documents with
your colleagues, and share or learn more about upcoming PCMH-related events. The website
will also highlight the most recent Service and DOD guidance available.
If you are interested in registering to gain access to this Federal DoD/VA PCMH Collaborative
website, please send an email with the subject line “Add User: AHRQ PCMH Collaborative
Website”, along with your name, title, email address, and organization to:
[email protected]. Once you have been registered for the website, you will receive a
follow up email from the AHRQ website administrators with a link to the website, along with a
username and password to access the site.
48
Chapter 14
Teamwork, Tools and Approaches
INTRODUCTION
Effective teamwork within the PC clinic and across all elements of the healthcare system and the
patient‟s community will be critical to successful implementation of a PCMH practice.
Foundational team skills and strategies such as communication, coordination, team leadership,
and patient engagement are central to many of the PCMH core principles. The American College
of Physicians recognized the significance of teamwork when it defined PCMH as: “…a team-
based model of care led by a personal physician who provides continuous and coordinated care
throughout a patient's lifetime to maximize health outcomes.”
OVERVIEW & OBJECTIVES
The following section provides a high-level overview of a key set of teamwork tools and
strategies that will help your facility maximize the benefits of PCMH by optimizing the team-
based care you deliver to your patients across the continuum of care. These tools and strategies
were designed to enhance team performance within and across
clinics/units and service lines and to engage the patient and family
members as active participants of the care team. For the PCMH model,
these tools and strategies apply to communication, coordination, and
other team activities and principles within and between three distinct yet
inter-dependent teams:
Core PC team: the PC leader, his/her team of healthcare
professionals within the PC clinic or unit, and the patient and family;
Specialty/subspecialty care team: healthcare professionals outside
the PC team including – specialists/subspecialists, hospitals, home health, etc; and,
Patient‟s community team: the patient‟s community care team including family members
and community-based services.
For optimal implementation of a team-based PCMH practice, the PC
team should apply teamwork tools and strategies within their own team
as well as during communications and interactions with members from
the specialty team and the patient community team. However, a phased
integration of the teamwork tools and strategies is a reasonable, low-
burden approach. Each facility may select the best method for achieving
broad-based integration of teamwork tools and principles within their
PCMH model based on their particular needs and resources. One
suggested approach is to begin using the teamwork tools within your PC
team and engaging each patient (and family members as appropriate) as
integral members of the PC team. As clinic staff gains confidence with those practices, they
may then apply relevant teamwork tools and strategies while interfacing with members of the
specialty care team and the patient‟s community care team.
Decades of team performance research provide solid evidence that high performing teams
possess a set of core competencies with specific knowledge, skills, and attitudes. To create and
This section overviews
simple tools to foster team-
based care, promote patient
safety, and maximize the
positive impact of PCMH
within your facility.
“Teamwork is essential to
the Patient centered medical
home; teamwork, focused
around and with the patient,
optimizes the medical home
model.” John Kugler, MD, COL (ret.
USAA), Deputy Chief Medical
Officer, TRICARE Management
Activity
49
sustain high-performing teams across the healthcare environment, the DoD Patient Safety
Program in partnership with the Department of Health and Human Services‟ Agency for
Healthcare Research and Quality (AHRQ) developed TeamSTEPPS® (Team Strategies & Tools
to Enhance Performance & Patient Safety), an evidence-based medical team performance
improvement program. The goal was to create a comprehensive set of evidence-based tools and
strategies that are practical and adaptable to any healthcare organization or unit. The program
includes a comprehensive suite of ready-to-use materials and training curricula to provide
healthcare professionals with critical team-related knowledge, skills, and
attitudes, and to offer guidance on the implementation and management
of a team performance improvement effort. TeamSTEPPS provides a
powerful solution for optimizing team-based care within any facility‟s
PCMH practice.
This section provides information on how your facility may quickly get
started with some of the most relevant TeamSTEPPS tools, strategies,
and principles. While it is not intended to be a comprehensive guide to
team performance improvement, this document aims to provide
straightforward approaches to establishing team-based care within your PCMH practice by
integrating some simple yet critical TeamSTEPPS tools, strategies, and principles.
GETTING STARTED
Consider TeamSTEPPS Training
It is highly recommended that at least one member of the PC team attend TeamSTEPPS
training. Several years of experience with TeamSTEPPS within the MHS has shown that a
TeamSTEPPS-trained staff member can greatly facilitate implementation of TeamSTEPPS tools
and strategies by providing on-going coaching and feedback to the staff. However, this step is
not essential if resources are limited. TeamSTEPPS tools are simple to use, and the materials
were designed for immediate use without specialized training.
SELECT TOOLS AND STRATEGIES TO IMPLEMENT
The following section overviews a set of easy-to-use tools and strategies that is particularly
relevant to teamwork within the PC team, the specialty care team, and the patient‟s community
team. These tools provide simple solutions to help optimize team-based care within the PCMH.
Briefs are short planning sessions, facilitated by the team leader,
conducted prior to the start of the day or a procedure to discuss team
formation; assign essential roles; establish expectations; anticipate
outcomes and likely contingencies. They are an efficient method to
ensure each team member knows the plan for the day, any potential risks
to that plan, and expected adjustments if those contingencies should
occur. Briefs are routine, occurring at predictable times, such as at the
start of a clinic or before a procedure.
A brief is short; the transfer of information essential
to communication often takes less than 2 minutes.
Most teams report increased efficiency and less frustration when they
conduct briefs.
Conducting daily briefs
ensure all members of
the team maintain a
shared awareness of
patients’ plans for
healthcare and wellness.
To implement PCMH
effectively while managing
your patients’ care, we
recommend at least one
member from your PC
team complete
TeamSTEPPS training.
50
Briefs require coordination and cooperation by multiple team members
to be successful.
Huddles are intended for problem solving and updating the plan, either updating the day‟s
activities across multiple patients or a single patient. Huddles are used to reestablish the
team‟s awareness of the situation, reinforcing plans in place; and
assessing the need to adjust the plan. Huddles are often used by
healthcare teams when a situation changes. Examples for the PC team
would be an unanticipated equipment failure or the arrival in the clinic
of an acutely ill patient needing additional treatment and resources and
possibly transfer to definitive care.
Huddles provide team members with an opportunity
to update each other on emerging or significant changes in the status of
the environment so all team members may adapt appropriately and
resources allocated as necessary.
Unlike briefs, huddles are NOT routine; they occur as needed.
Anyone, including the patient or family member, may request a huddle
to deal with new issues, added complexities, unusual circumstances, or
any need to adapt the earlier plan.
SBAR is a structured communication tool that can improve information exchange among
healthcare team members. Although healthcare teams use it for communicating various types
of patient information, SBAR was designed for communicating critical information that
requires immediate attention and action concerning a patient‟s condition.
SBAR is a mnemonic for:
Situation: What is the situation?
Background: What is the clinical background?
Assessment: What is the problem?
Recommendation: What do I
recommend/request to be done?
SBAR provides a framework for team members to communicate
vital information in an organized, effective, and efficient manner.
Use of SBAR as a structured communication mechanism has been shown to reduce
the rate of adverse events (Haig, Sutton, & Whittington, 2005).
Many organizations use SBAR as a tool for transferring information during patient
handoffs. While SBAR allows for effectively exchanging information, it was not
designed for transferring highly complex and detailed information as some handoffs
may require. Several mnemonics embedded within electronic health records are used
to relay patient information appropriately during patient handoffs. Within the PCMH,
these handoffs may occur between PC team members or with specialty care team
members. Your PC team should determine the required
information to share during handoffs and provide a checklist to
all team members to assure the appropriate elements are
conveyed or received as part of patient care
coordination/integration.
Call a huddle to
problem-solve quickly,
especially in the midst of
a chaotic clinic.
When conveying patient
information, SBAR can
be used to effectively
structure
communication.
The PC team leader can
use debriefs to elicit input
from the staff on team
performance related to
patient care, associated
care processes, and
operational efficiency.
51
Debriefs are short informal information exchange team sessions that occur at the end of a
procedure or specified period (such as a shift or day). They are facilitated by the team leader
and designed to help the team identify opportunities to improve team performance and
effectiveness; similar to a concise after-action review. Debriefs are used to: 1. Review individual and team performance
2. Identify errors made
3. Recognize best practices
4. Develop a plan to improve
5. Promote continuous learning and process improvement
Debriefs are most effective when conducted in an environment where honest
mistakes are viewed as learning opportunities. Debriefs are most useful when they relate to specific team goals or address
particular issues related to recent actions of the team. Debriefs also maintain
effectiveness by not assigning blame or failure to an individual.
Mistakes in healthcare can have tragic consequences. Team events like debriefs
can help reduce medical error by allowing healthcare teams to learn from their
mistakes as well as their successes in an atmosphere of psychological safety.
Debriefs have been used for decades by high-performing teams in aviation,
military units, business, and the nuclear power industry. Research has shown
teams that debrief outperform teams that do not by as much as 40% (Smith-
Jentsch, 2008).
Two-Challenge Rule is a patient advocacy strategy team members may use to assertively
voice a concern to another team leader (often a superior) to ensure it has been heard. It is
typically used when a team member‟s viewpoint does not coincide with that of a decision-
maker. The Two-Challenge Rule, in conjunction with leadership that empowers all team
members to “speak up” and challenge when appropriate, provides a simple tool to overcome
professional hierarchies in the interest of the patient‟s safety and well-being. When an initial
assertion is ignored:
It is a team member‟s responsibility to assertively voice concern at least two
times to assure it has been heard.
The team member being challenged must acknowledge the assertion.
If the outcome is still not acceptable, take a stronger course of action or utilize
the chain of command.
TEAMUP is a strategy to engage patients as active members of their medical care teams for
the purposes of improving the safety and quality of care delivery. It establishes a simple,
structured approach to assist patients obtain the type of information they need for self-
management, another component of PCMH. TEAMUP broadens the application of
TeamSTEPPS tools and strategies beyond healthcare professionals by integrating the patient
as a core member of the care team. Through TEAMUP, medical teams encourage their
patients to become actively engaged in their own care by following the key communication
and teamwork participation principles represented by the project name:
T-eam together
E-ducate yourself
A-sk questions
52
M-anage your medications
U-nderstand changes in the game plan
P-rovide your perspective
WHERE DO I FIND MORE INFORMATION ON THESE TEAMWORK TOOLS?
All resources mentioned within this section can be located on the DoD Patient Safety Program
website, http://health.mil/dodpatientsafety, by accessing the DoD Patient Safety Learning Center.
Toolkits exist for most of the TeamSTEPPS tools and strategies mentioned within this document.
These toolkits are intended to be short, self-contained resource modules for just-in-time learning
and application. They contain everything you need to implement the associated TeamSTEPPS
tool or strategy in your healthcare organization, including an educator‟s (facilitation) guide;
PowerPoint slides; video clips demonstrating techniques; and additional resources, such as
articles, checklists, pocket guides, scenarios, case studies, and archived podcasts.
For the patient-centered specific resources, the TEAMUP brochure can be further customized for
your facility and patient population. In addition, a short patient engagement module, associated
PowerPoint presentation, and resource list can be used to educate your staff on effectively
engaging patients for improved self-management, compliance, and clinical outcomes.
WHAT ARE MY NEXT STEPS?
After reviewing this teamwork section of the PCMH model implementation guide, you may ask,
“how do I start to implement these TeamSTEPPS tools and strategies?” The following
incremental approach is recommended:
1. Begin with your PC team; ask them which TeamSTEPPS tools and strategies would be
the most beneficial for promoting team-based care in your PCMH.
2. Access the associated toolkit, resources, and/or materials, and follow instructions for
implementation.
3. Assess how the TeamSTEPPS tools and strategies are helping the various teams to
perform more effectively. If you identify factors hindering use in daily practice, strategize
with your team on how to overcome those barriers.
4. Work with the PC team to expand application of the selected teamwork practice to the
specialty care and patient-family teams.
5. Incorporate lessons from barriers encountered and share successes when expanding
TeamSTEPPS tools and strategies.
6. Share results from the teamwork practice‟s impact on PCMH.
7. Reassess if/when another TeamSTEPPS tool may be incorporated to maximize the
benefits of the PCMH and associated operational efficiencies. After selecting your next
tool, return to step #1.
WHO CAN I CONTACT TO HELP?
If you encounter challenges to accessing the teamwork resources mentioned or barriers to
implementing the tools in your facility, you may contact the DoD Patient Safety Program
through the website‟s „contact us‟ link http://health.mil/dodpatientsafety/ContactUs.aspx; you
may also seek assistance from your Service Patient Safety Office; or your MTF‟s Patient Safety
Manager.
53
Appendix A – ACRONYMS
AAAHC Accreditation Association for Ambulatory Health Care
AAFP American Academy of Family Physicians
AAP American Academy of Physicians
AARF Account Authorization Request Form
AB Advisory Board
ACP American College of Physicians
ADSM Active Duty Service Member
AF/SG Air Force Surgeon General
AFI Air Force Instruction
AFMOA Air Force Medical Operations Agency
AFMS Air Force Medical System
AHLTA Armed Forces Health Longitudinal Technology Application
AHRQ Agency for Healthcare Research and Quality
AOA American Osteopathic Association
BH Behavioral Health
BHOP Behavioral Health Optimization Program
BPT Business Planning Tool
BUMED Bureau of Navy Medicine and Surgery
CCP Comprehensive Care Plan
CDM Clinical Data Mart
CHAMPUS Civilian Health and Medical Program of the Uniformed Services
CHCS Composite Health Care System
CM Case Management or (or Care Management in Behavioral Health)
CONUS Continental US
CPGs Clinical Practice Guidelines
CPMT Complex Patient Management Tool
CPS Clinical Preventive Services
CPT Current Procedural Terms
DCS Direct Care System
DHMRSi Defense Medical Human Resources System
DM Disease Management
DM Disease Management
DOD Department of Defense
DODMHTF Dept of Defense Mental Health Task Force
E & M Evaluation and Management
ED Emergency Department
EST Established Appointment
FFS Fee For Service
FHI Family Health Initiative
FHO Family Health Operations
FHT Family Health Team
FM Family Medicine
FP Family Practice
GDLB Good Backlog
GPM Group Practice Manager (Air Force)
GRP Group Appointment Type
54
Appendix A – ACRONYMS (Continued)
HCI Health Care Integrator
HEDIS Healthcare Effectiveness Data and Information Set
HER Electronic Health Record
IAW In Accordance With
ICDB Integrated Clinical Database
IM Internal Medicine
IM/IT Information Management/Information Technology
IT Information Technology
LDL Low-density lipoprotein
LPN Licensed Practice Nurse
M2 MHS Management Analysis Reporting Tool
MA Military Assistant (Navy)
MCSC Managed Care Support Contractor
MDG/CC Medical Group Commander (Air Force)
MDOS Medical Operations Squadron (Air Force)
MEPRS Medical Expense and Performance Reporting System
MHIWG Mental Health Interagency Working Group
MHP Medical Home Port (Navy)
MHP Military Health Program
MHS Military Health System
MHSPHP Military Health System Population Health Portal
MM Medical Management
MTF Military Treatment Facility
MTM Medical Therapy Management
NAVMED Naval Medicine
NCQA National Center for Quality Assurance
OCONUS Overseas from Continental US
OHI Other Health Insurance
OPAC Open Access Appointment Type
OPORD Operating Order (Army)
OTC Over the Counter
PC Primary Care
PCAB Primary Care Advisory Board (Navy)
PCBH Primary Care Behavioral Health Model
PCM Personal Care Manager
PCMBN Primary Care Manager by Name
PCMH Patient Centered Medical Home
PCPCC Patient Centered Primary Care Collaborative
PCS Permanent Change of Station
PH Population Health
PHI Protected Health Information
PHN Population Health Navigator (Navy)
PHWG Population Health Working Group
PMO Program Management Office
PMPM Per Member Per Month
PMPY Per Member Per Year
55
Appendix A – ACRONYMS (Continued)
POC Point of Contact
POM Program Objective Memorandum
PPS Prospective Payment System
PROC Procedural Appointment Type
PTSD Post Traumatic Stress Disorder
RMC Regional Medical Command
RN Registered Nurse
RVU Relative Value Unit
RWP Relative Weighted Product
SDA Service Delivery Assessment
SGH Director of Medical Staff (Air Force)
SGN Senior Nurse Executive (Air Force)
SME Subject Matter Expert
SPEC Specialty Appointment Type
TFL TRICARE For Life
TOL TRICARE On Line
TRO TRICARE Regional Office
UAP Universal Assistant Personnel
UM Utilization Management
VA Veteran's Administration
WELL Wellness Appointment Type
WG Working Group
56
Appendix B – USEFUL WEBSITES
Uniformed Service Academy of Family Physicians
http://www.usafp.org/Patient-Centered-Medical-Home-Page.html
Patient Centered Primary Care Collaborative
http://www.pcpcc.net/
American College of Physicians PCMH Resource Site http://www.acponline.org/running_practice/pcmh/understanding/
NCQA Recognition Website
http://www.ncqa.org/tabid/631/default.aspx
American Academy of Pediatrics Center for Medical Home Implementation
http://www.medicalhomeinfo.org/how/care_delivery/pediatric_subspecialists.aspx
AHRQ PCMH Resource Center
http://www.pcmh.ahrq.gov/portal/server.pt/community/pcmh__home/1483
American College of Physicians PCMH Website
http://www.acponline.org/running_practice/pcmh/
American Academy of Family Physicians PCMH Checklist
http://www.usafp.org/PCMH-Files/AAFP-Files/PCMHChecklist.pdf
57
Appendix C - M2 DATA SETS
Eligibility
Population Summary
DEERS Person Detail
Eligibility Information
Reservists
Reservists Information
TRICARE Enrollment
TRICARE Relationship Summary
TRICARE Relationship Detail
Longitudinal Relationship
Relationship Information
TSP Information
Healthcare Services
DC Inpatient Admissions Summary
DC Inpatient Admissions Detail
DC Inpatients Admissions Information
DC Professional Encounters Summary
DC Professional Encounters
DC Professional Encounters Information
DC Lab Ancillary Summary
DC Lab Ancillary Detail
DC Lab Information
DC Rad Ancillary Summary
Dc Rad Ancillary Detail
DC Rad Information
Purchased Care Institutional Summary
Purchased Care Institutional Detail
Purchased Care Institutional Information
Purchased Care Non-Institutional Summary
Purchased Care Non-Institutional Detail
Purchased Care Non-Institutional Information
PDTS Summary
PDTS
Pharm ID or National Council for Prescription Drug Programs
PDTS Information
System Production Data
MEPRS
MEPRS Information
WWR
WWR Information
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